Escalations Associate Manager

About this role:

Wells Fargo is seeking an Escalations Associate Manager to join Wells Fargo Consumer and Small Business Banking Operations (CSBBO) Line of Business Escalated Complaints team. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance
• Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
• Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management
• Leverage interpretation of policies, procedures, and practices
• Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers
• Manage allocation of people and financial resources for aligned functional area
• Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards

• 2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of leadership experience

• Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
• Customer service focus with the ability to analyze, research, and respond to moderately complex customer issues and complaints
• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• Leadership experience including; coaching, training, and mentoring
• Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
• Experience developing partnerships and collaborating with other business and functional areas
• Experience managing a pipeline of work from assignment to completion
• Experience resolving and working through escalated and complex customer issues
• Ability to achieve high production and quality standards
• Ability to assess current processes/procedures and make recommendations for efficiency
• Ability to assess issues, make quick decisions, implement solutions, and influence change
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to motivate and provide performance feedback to staff
• Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders

• Must be able to work on site 1 week onsite, 1 week remote
• Training is onsite for the duration
• Available to work a shift within the hours of operation, Monday - Friday 6am - 6pm

• 4101 Wiseman Blvd Bldg 102 SAN ANTONIO, TX 78251