Job DescriptionImportant Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration.
To participate in some selection activities you will need to respond to an invitation.
The invitation can be sent by both email and text message.
In order to receive text message invitations, your profile must include a mobile phone number designated as ?Personal Cell?
or ?Cellular?
in the contact information of your application.At Wells Fargo, we want to satisfy our customers?
financial needs and help them succeed financially.
We?re looking for talented people who will put our customers at the center of everything we do.
Join our diverse and inclusive team where you?ll feel valued and inspired to contribute your unique skills and experience.Help us build a better Wells Fargo.
It all begins with outstanding talent.
It all begins with you.The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers.
The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers?
needs are understood and supported.
The group is also accountable for ensuring regulators?
expectations are met and that team members have the tools and training necessary for success.As America”s #1 lender to small businesses, Small Business Lending serves more than half a million customers and offers a suite of business credit options that include business credit cards, unsecured lines of credit, term loans, and commercial real estate financing.The Enterprise Complaints Management Office (ECMO) is looking for a talented leader to manage staff responsible for researching and resolving complaints and escalations.
The manager will be responsible for ensuring the team effectively researches, resolves, and responds to escalated inquiries, complaints, and disputes on all Small Business Lending products and accounts ensuring accuracy and timeliness of the teams work.
Complaints are received via written correspondence and/or email, and incoming calls.
With a focus on solving escalations, completing a root cause analysis, looking for risks to the business, and recommending improvements to the process/procedures used by Small Business Lending; the team partners with various departments and Resolution Teams outside and within Small Business Lending.Duties may include, but are not limited to: developing and monitoring performance standards and goals; performing budgetary functions; improving group performance; providing information and consultation to senior management; coordinating staff, budget, and resources to provide quality service; resolving complex problems or inquiries; ensuring department meets government regulations and company policies; run daily reporting; hiring, training, coaching/developing, and retaining a diverse workforce.Hours of Operation are Monday Friday 6:00am 6:00pm MST.
Must be flexible to work any schedule within those business hours.As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business.
Specifically you will: Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.Required Qualifications 5+ years of experience in one or more of the following environments: customer or investor-facing, disputes, claims, or fraud resolution1+ year of leadership, supervisory, or management experience Desired Qualifications Excellent verbal, written, and interpersonal communication skillsA BS/BA degree or higherLeadership experience with ability to effectively manage and engage teamsAbility to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environmentAbility to perform quality assurance auditsAbility to consult, build, and maintain solid working relationships in and outside of immediate departmentAbility to lead, train, and provide feedback to staff and corresponding managers Knowledge and understanding of the UW (Universal Workstation) systemContact center experienceExposure to Wells Fargo Small Business Lending Operations systems such as: CPS, FDR, or BCS Other Desired Qualifications Knowledge and understanding of the ECMP systemJob Expectations Ability to travel up to 5% of the timeFlexibility to work different shifts Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check.
Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
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