Customer Service Manager 2 - Online Customer Serivce

Market Job Description Responsible for the entire operation of a single large call center, multiple small call centers or a large/complex customer service function within a line of business. Defines and plans the achievement of customer service and/or sales goals and objectives. Establishes center-level/function policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with government regulations and company policy. Directs other managers as needed to accomplish goals, resolving the most complex problems or inquiries. Manages budget and financial goals. Market Skills and Certifications At Wells Fargo, our vision is to satisfy all our customers’ financial needs and help them succeed financially. As a manager, you will help us deliver on our vision and build lifelong relationships with our customers. You will demonstrate leadership through contributing to a company culture that supports customers in achieving their financial goals, team members in developing their careers, and communities in continuing to thrive. In your role as a manager, you will also demonstrate leadership by building and sustaining an inclusive culture that values diversity, and helping your team understand and be inspired by their connections to the Vision & Values of Wells Fargo. As part of a team that serves one in three American households, you will play a vital role in living our commitment to the highest ethical standards and maintaining the valued trust of our customers and communities.

Wells Fargo Virtual Channels (WFVC) serves Wells Fargo consumer and small business customers through digital and contact centers. The contact centers in WFVC operate as Wells Fargo’s primary contact center organization. Our customer-facing locations provide service and solutions to customers by phone, email and letter 24 hours a day, 7 days a week. With nearly 12,000 team members, the contact centers serve approximately 450 million customer contacts annually, supporting consumer, small business, credit card, online banking, and home equity.

The Customer Service Manager will be involved from the early stages to managing a team that will grow to 250+ and 2 direct reports. As a Customer Service Manager you will be responsible for managing line supervisors who are accountable for the daily operations of service call center staff.

Responsible for directing and developing programs and policies for the Customer Service functions within a business group. May manage several Customer Service areas. Duties may include: creating initiatives/programs to support business goals and Customer Service objectives; analyzing service standards, Compliance trends, and emerging issues to develop new business strategies; improving group performance; directing other managers as needed to accomplish goals; managing implementation efforts; resolving complex problems or inquiries; ensuring overall compliance with government regulations and company policies.

  • Developing and monitoring service standards and goals
  • Meet and exceed all objectives including but not limited to performance metrics, efficiencies, operations, and customer experience
  • Performing sales, service, and product analyses
  • Improving group performance in all metrics
  • Providing information and consultation to management
  • Coordinating staff, budget, and resources to provide quality service and/or improve sales performance
  • Resolving complex problems or inquiries
  • Ensuring unit meets government regulations and company policies
  • May be asked to oversee specific site responsibilities as designated by the Site Manager
  • Hiring, training, developing and retaining a high performing diverse workforce

SCHEDULE: A Customer Service Manager role requires flexibility to adapt their schedule to support meeting business objectives and driving critical initiatives. The site hours may change as it grows.

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