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Customer Success Team Manager - SAFE

Wells Fargo

Wells Fargo

Customer Success Team Manager - SAFE

San Antonio, TX
Full Time
Paid
  • Responsibilities

    IMPORTANT NOTE: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

    At WELLS FARGO, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

    Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

    The PAYMENTS, VIRTUAL SOLUTIONS, AND INNOVATION (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing, and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

    WELLS FARGO VIRTUAL CHANNELS (WFVC) is part of the Payments, Virtual Solutions, and Innovation (PVSI) business division. WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and supports over 5.8 billion customer interactions annually through digital and contact centers. 

    The CUSTOMER SUCCESS TEAM MANAGER is responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience. Performs day-to-day coaching and management of team members that receive customer inquiries or issues through a number of channels (for example: phone, email, text, live chat, video chat, etc.) to improve and enhance the customer experience

    As a CUSTOMER SUCCESS TEAM MANAGER, you’ll be passionate about developing others through mentorship, coaching, and career pathing while also seeking opportunities for self-improvement on the road to developing yourself. You'll be a skilled communicator and storyteller who inspires and motivates others through infectious positivity, passion, and enthusiasm, while demonstrating the highest levels of integrity of doing what’s right for our customers and team members. You will empower your team members through honest, transparent, and timely feedback. Your desire to realize the Wells Fargo Vision of satisfying our customers’ financial needs and helping them succeed financially will serve as your inspiration at the core of everything you do. Creating a fun, dynamic environment where everyone is welcome and valued will be key as you foster a sense of community and belonging. As a collaborative business partner who actively listens to the needs of the team, you’ll encourage constant learning to help deliver an improved customer and team member experience. Lastly, you’ll be a brand ambassador who embraces the Wells Fargo Vision, Values, & Goals by demonstrating on a daily basis the connectedness of the frontline to the overarching mission of the company. Your ability to highlight the importance of the role our team members play and how it connects to the goals of our company will position you and your team for success.

    This position will be part of the SALES CHAT group which provides service for Sales products and services.

    PRIMARY RESPONSIBILITIES FOR THIS ROLE WILL INCLUDE, BUT ARE NOT LIMITED TO:

    • Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
    • Monitors interactions to ensure that team members are giving accurate information and following approved practices.
    • Coaches and develops a positive and productive work environment and builds relationships with business partners.
    • Utilizes reporting for business metrics to guide team member coaching and performance management.
    • Resolves routine and some escalated problems and exercises judgment in making override decisions, or recommends action to top level management for decisions outside authority level.
    • Ensures capabilities and knowledge of team members keeps pace with customer expectations.
    • Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
    • May perform budgetary analysis, reports, or special project work as requested by business partners and senior management.

    As a TEAM MEMBER MANAGER, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

    • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
    • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

    BUSINESS HOURS of operation are: Monday - Saturday, 10:00 am - 10:00 pm (Central Time Zone). Schedule: The full time schedule is to be determined and will fall within the line of business operating hours. This role requires the flexibility to work additional hours to support business needs. Schedule may be eligible for a shift differential of 10% under the terms of the shift differential policy.

    This SAFE position has customer contact and job duties which may include the offering/negotiating of terms and/or taking an application for a dwelling secured transaction.  As such, this position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.  Individuals in a SAFE position also must meet the Loan Originator requirements under Regulation Z (LO) outlined in the job expectations below.

    NOTE: Depending on the volume of applications received, this job posting may be removed prior to the indicated close date.   If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

  • Qualifications

    REQUIRED QUALIFICATIONS

    • 2+ years of experience assessing and meeting the needs of customers and/or solving customer problems
    • 1+ year of supervisory or coaching experience

    DESIRED QUALIFICATIONS

    • Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
    • Experience recognizing service opportunities and providing exceptional customer satisfaction
    • Ability to lead during times of ambiguity and change
    • Ability to develop partnerships and collaborate with other business and functional areas
    • Ability to leverage diversity and develop next level of team
    • Ability to recruit, retain, and grow high potential talent/teams
    • Highly refined and professional verbal and written communications

    JOB EXPECTATIONS

    • This position requires SAFE registration at the time of employment. Wells Fargo will initiate the SAFE registration process immediately after your employment start date.

    STREET ADDRESS

    TX-SAN ANTONIO: 4101 Wiseman Blvd - San Antonio, TX

    DISCLAIMER

    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women.

    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

  • Compensation
    SALARY INFORMATION The salary range displayed below is based on a Full-time 40 hour a week schedule. TX-SAN ANTONIO: Min: $47,500 Mid: $66,000
  • Industry
    Financial Services
  • About Us

    Wells Fargo’s historical bank has been serving communities since 1852—with customers in one in three households nationwide and 8,700 locations across 33 countries. Wells Fargo—“Most Admired” among the world’s largest banks by Fortune magazine—offers an extensive portfolio of banking, mortgage, insurance, investment, consumer, and commercial expertise for every financial need. The Vision, Values & Goals of Wells Fargo details the enduring principles that guide all Wells Fargo team members in the work they do every day — in serving customers and helping each other.