Customer Service Associate Manager - Card Services

Wells Fargo - San Antonio, TX

Full-time - Mid Level

San Antonio, TX

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking a Customer Service Associate Manager in Card Services to oversee a team of Customer Service Representatives in a Call Center environment. This role focuses on ensuring high-quality customer service, resolving inquiries and complaints, and identifying opportunities for service improvement. The manager will also be responsible for mentoring staff and making tactical decisions to enhance customer satisfaction and operational efficiency.

Responsibilities

• Supervise Customer Service Representatives in handling customer inquiries, complaints, and disputes.
• Identify opportunities for customer service improvement and policy enhancement.
• Make daily supervisory decisions and resolve issues related to customers and staffing.
• Collaborate with internal partners to ensure customer satisfaction.
• Interact directly with external customers to address their needs.
• Manage allocation of resources for customer service operations.
• Mentor and guide the development of direct reports.

Requirements

• 2+ years of Customer Service, Financial Services, or Contact Center experience.
• 1+ years of leadership experience.

Nice-to-haves

• Experience with CSS, CIV, Consumer Lending Portal, and SoftPhone.
• Leadership experience including coaching, training, and mentoring a diverse staff.
• Effective organizational, multi-tasking, and prioritizing skills.
• Adaptable coaching style for diverse teams.
• Ability to motivate and provide performance feedback.
• Excellent verbal, written, and interpersonal communication skills.
• Intermediate Microsoft Office skills.
• Knowledge of call center operations in the financial services industry.
• Experience resolving escalated customer issues.