Customer Service Associate Manager - Bilingual

About this role:

Wells Fargo is seeking a Bilingual Customer Service Associate Manager in Credit Card Services as part of Credit Merchant Services.

In this role, you will:

• Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
• Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
• Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
• Collaborate and consult with 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

• 2+ 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
• 1+ years of leadership experience
• Bilingual speaking and reading proficiency in Spanish/English

• Experience with CSS, CIV, Consumer Lending Portal and SoftPhone
• Effective organizational, multi-tasking, and prioritizing skills
• Leadership experience including coaching, training, and mentoring a diverse staff
• Excellent verbal, written, and interpersonal communication skills
• Experience resolving and working through escalated and complex customer issues
• Intermediate Microsoft Office skills
• Knowledge and understanding of financial services industry
• Knowledge and understanding of call center operations in the financial services industry
• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment
• Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships
• Experience recognizing service opportunities and providing exceptional customer satisfaction

• Work schedule available is 9:00 am - 6:00pm (Sunday & Mondays off) schedule is subject to change based on business need.
• Ability to work nights, weekends, and/or holidays as needed or scheduled.
• Ability to work on-site at posted location
• This position offers a hybrid work schedule
• This position is not eligible for Visa Sponsorship
• Must take and pass required language assessment.

• 2150 W. Pinnacle Peak Road, Phoenix, AZ