Customer Service Senior Manager

About this role:

Wells Fargo is seeking a Customer Service Senior Manager to lead our Core team focused on the needs of Business Banking customers with annual revenues between $500,000 and $2 million The service provided by this team is key to retaining this customer base with Wells Fargo and assisting them with their everyday needs. This role will also lead our Spanish queue for Mass and Core customers that request in language engagement. Learn more about career areas and business lines at wellsfargojobs.com .

In this role, you will:

• Lead the Core business segment across Wells Fargo Business Operations Customer Service
• Lead the Spanish queue for Mass and Core customer segments
• Manage and develop both managers and individual contributors across multiple U.S. sites
• Be responsible for how we deliver the best possible service for Core and Spanish speaking customers across the globe
• Serve as the highest‑level escalation point for complex customer and employee issues, using sound judgment and critical thinking
• Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes
• Identify opportunities for operational improvement, process optimization, and risk mitigation with Core and Spanish segments; this includes understanding opportunities with Digital and AI customer self service capabilities
• Implement new systems, policies, and guidelines that support the segment‑based service model
• Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies
• Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment
• Mentor, coach, and develop leaders—including managers, coaches, and senior agents—to build a strong talent pipeline and elevate overall performance

Required Qualifications:

• 7+ 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 (the Premium segment posting said 6…did this change?)
• 3+ years of management or leadership experience

Desired Qualifications:

• Experience supporting Small Business or Business Banking customers
• Strong ability to interpret customer needs and resolve highly complex issues with minimal escalation
• Demonstrated experience managing managers and leading high performing teams
• Ability to coach, mentor, and develop talent at scale
• Experience collaborating with cross‑functional partners such as bankers/sales, lending, fraud, merchant services, legal complaints, and product teams
• Strong critical‑thinking skills and the ability to balance risk, customer experience, and business needs
• Exceptional communication and interpersonal skills; ability to influence at all levels of the organization
• Experience driving operational or service‑model transformation
• Demonstrated ability to be adaptable and nimble based on changing business environments and customer needs/behaviors

Job Expectations:

• Ability to work on‑site at one of the posted work locations.
• This position offers a hybrid work schedule.
• This position is not eligible for Visa sponsorship.

Locations:

• 410 Las Colinas Blvd W Bldg A Irving, TX 75039
• 2202 W. Rose Garden Ln Phoenix, AZ 85027
• 1525 W W T Harris Blvd. Charlotte, NC 28262
• 4101 Wiseman Blvd San Antonio 78251

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.