Customer Service Director

About this role:

Wells Fargo is seeking is looking for an innovative and influential leader to join our team as a Customer Service Director. This role will be responsible for leading up to 700 within the Customer Service Small Business team, while also heading transformation initiatives that will help the organization reach its goals. CSBB Operations (CSSBO) primarily supports consumer and small business customer segments by delivering on end-to-end servicing across the customers’ lifecycle. Services include customer service, fraud and claims management, ATM strategy and cash management supply chain, letters and statements, and core operational banking activities that support account reconciliation, state and federal regulatory compliance, account maintenance and transaction clearing. CSBB Operations’ focus is to define and drive a transformational strategy to improve customer experience and business profitability, while also ensuring effective risk and control management and a talent strategy focused on leadership competencies necessary for future success.

In this role, you will:

• Manage and develop multiple teams and functions, including managers and professionals, with focus on delivering end to end customer service for cross functional stakeholders and business partners

• Identify opportunities and strategies for increasing customer service and satisfaction, profitability and efficiency of operations

• Lead customer service team by making strategic decisions to resolve highly escalated customer issues to meet higher risk deliverables

• Interpret and develop range of strategic direction, policies, and guidelines for customer service

• Collaborate with and influence more experienced management, key stakeholders, internal partners, managers, and all levels of professionals

• Manage allocation of people and financial resources for customer service

• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 8+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 4+ years of management or leadership experience

Desired Qualifications:

• 5+years of successful management experience in customer service centers/contact centers

• 3+ years leading large scale frontline and back-office support.

• Disciplined operational thinker who can manage in a complex risk environment.

• Strong critical thinking skills, with demonstrated ability as a strategic thinker to improve/design business processes.

• Demonstrated experience with Issues Management and Resolution

• Experience building new capabilities and innovating impactful changes for customers.

• Proven and demonstrated leadership skills including relationship building, partnering, and collaborating with clear ability to influence, gain buy-in and negotiate with a diverse group of business partners/stakeholders including senior management.

• Demonstrated ability to manage effectively in a heavily matrixed organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight.

• Proven success recruiting, inspiring, developing, coaching, and motivating team members through balanced leadership with a focus on team member engagement and retention and performance management.

• Ability to influence without direct authority, create and manage (while achieving results) large-scale change and influence people at all levels of the organization.

• Demonstrated ability to build and maintain strong credible relationships with key stakeholder groups including executive management.

• Proven ability to communicate well verbally and in writing with internal and external stakeholders of different levels, including experience presenting to senior executives with the ability to simplify complex information in a clear manner.

Job Expectations:

• Ability to travel up to 20% of the time

Locations:

Charlotte, NC, Irving , TX, Phoenix, AZ, San Antonio, TX

CSBB Operations (CSSBO) primarily supports consumer and small business customer segments by delivering on end-to-end servicing across the customers’ lifecycle. Services include customer service, fraud and claims management, ATM strategy and cash management supply chain, letters and statements, and core operational banking activities that support account reconciliation, state and federal regulatory compliance, account maintenance and transaction clearing. CSBB Operations’ focus is to define and drive a transformational strategy to improve customer experience and business profitability, while also ensuring effective risk and control management and a talent strategy focused on leadership competencies necessary for future success.

Wells Fargo is seeking is looking for an innovative and influential leader to join our team as a Customer Service Director. This role will be responsible for leading the Customer Service Small Business team, while also heading transformation initiatives that will help the organization reach its goals.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.