Customer Resolution Associate Manager - Chandler, United States - Wells Fargo

Wells Fargo

Verified Company

Chandler, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About this role:

In this role, you will:

Be responsible for selection, evaluation, and development of direct reports; hire talent for open positions Collaborate with and consult with peers, colleagues and midlevel managers regarding client inquiries or complaints
Identify opportunities for developing and monitoring service standards and goals in low complexity functions
Leverage interpretation of policies, procedures, and compliance requirements
Supervise entrytomid level customer resolution specialists and team leaders who respond to external and internal inquiries regarding products and services to ensure timely completion, quality and compliance for functional area
Make daytoday supervisory and tactical decisions and resolve issues related to team supervision, work allocation and daily operations under direction of functional area management
Manage allocation of people and financial resources for aligned department or business group

Available location:
Preferred location listed below. Relocation assistance is not available for this position.

2700 S Price Road, Chandler, AZ 85286

Required Qualifications:

2+ years of Customer or Investorfacing 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

Desired Qualifications:

Ability to collaborate and execute in a fast paced, high demand, environment while balancing multiple initiatives, priorities, and projects
Ability to exercise independent judgment to identify and resolve problems
Ability to interact with integrity and a high level of professionalism with all levels of employees including management
Ability to manage effectively in a matrixed organization, creating a strong collaborative environment, while developing partnerships with many business and functional areas across the organization
Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Ability to work effectively in an individual and team environment, across all organizational levels, where flexibility, collaboration, and adaptability are important
Advanced analytical and quantitative skills; experience using hard data and metrics to make effective business decisions
Advanced collaboration and influencing skills to achieve solutions that meet the needs of the organization; able to resolve issues, and overcome obstacles
Advanced communicating and presenting complex information to multiple levels of the organization skills
Advanced conducting project meetings, presentations (including preparing/presenting executive presentations), and status reporting skills
Advanced organizational skills with high attention to detail and accuracy
Advanced process efficiency experience, including process assessment, and recommendations for improvement including largescale process transformation initiatives
Advanced project management skills including the ability to handle multiple projects concurrently while leading large complex enterpriselevel initiatives
Demonstrated experience coaching, developing, inspiring, motivating, and recruiting employees through balanced leadership with a focus on employee engagement, performance management, and retention
Demonstrated experience working effectively in a structured but flexible, adaptable and changing, call center environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Experience consolidating large amounts of project status information to identify key risks, customer impact, financial implications, delays, and issues that may pose material risk
Experience driving organizational change, developing innovative solutions, and delivering results
Excellent verbal, written, and interpersonal communication skills with demonstrated experience engaging and influencing stakeholders
Experience with Wells Fargo Consumer, Small & Business Banking Operations (CSBBO) processes
Experience with Wells Fargo ATM Deposit Exceptions and ATM Debit Card Support (Money Movement) processes
Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams) skills
Experience with Wells Fargo collaboration tools such as: EFJams, ETRAN, Hogan, and Universal Workstation

Job Expectations:

Ability to travel up to 5% of the time
Adhere to standards outlined with written policy as well as applicable State and Federal regulations
This position is not eligible for Visa sponsorship
Willingness to work onsite at stated location on the job opening

IMPORTANT INFORMATION: