About this role:

• Wells Fargo is seeking a Customer Service Manager to be part of our Sales Partners under Global Payments & Liquidity group.
• Covers jobs responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

In this role, you will:

• Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
• Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
• Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
• Interpret and develop standards and goals for customer service
• Collaborate and consult with more experienced management, internal partners, relationship managers, and colleagues to ensure customer satisfaction
• Interact directly with external customers
• Manage allocation of people and financial resources for customer service
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4+ 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
• 2+ years of leadership experience

Desired Qualifications:

• College graduate, any field
• With at least four (4) years professional experience related to the role
• With professional background in Payments, Liquidity, Wealth Management, Corporate Banking, Investment, Home Lending, a strong advantage
• Experience in supporting clients and or equivalent in a financial setting
• Experience in managing multiple initiatives and simultaneous projects
• Ability to manage concurrent and competing deadlines while bringing issues to quick resolution
• Ability to prioritize and meet deadlines in a dynamic and complex environment
• Proven problem solving, business reporting, and analytical skills

Job Expectations:

• Amenable to work full-time onsite, Five/Neo, BGC, Taguig
• Amenable to work on GY or night shift, 9:00 PM - 6:00 AM, weekends off
• Lead from the frontline to ensure Sales Support functions are handled effectively
• End-to-end support for our Sales team, Relationship Manager, Consultants
• Sales enablement and support

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.