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. The 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 managing resources effectively to enhance customer satisfaction.

Responsibilities

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

Requirements

• 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent.
• 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 considering diverse team needs.
• Ability to motivate and provide performance feedback in a fast-paced environment.
• Excellent verbal, written, and interpersonal communication skills.
• Intermediate Microsoft Office skills.
• Knowledge of call center operations in the financial services industry.
• Experience resolving escalated and complex customer issues.
• Ability to provide exceptional customer satisfaction to retain and grow customer relationships.