Customer Service Supv 1

Job Title:

Customer Service Supv 1

Job ID Number:

5131422

Schedule Type:

Reg-Time

Work Hours:

40

Location:

Salt Lake City,UT

Qualifications:

At Wells Fargo, our vision is to satisfy all our customers' financial needs and help them succeed financially. In this role, you will help us deliver on our vision and build lifelong relationships with our customers. You also 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. 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.

IMPORTANT NOTE: Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile. Initial contact will be made via e-mail. Please check your e-mail regularly for updates.

A core responsibility for this position is to provide leadership through supervisory skills. The Online Service Management Team requires strong management skills as the organization values the contribution of its team members and their growth. This includes outlining responsibilities and providing day-to-day supervision of team members, knowing all policies and procedures, and communicating information effectively and in a timely manner. It is essential that the supervisor understand the expectations of the team, adapt to a constantly changing environment, and be flexible as it evolves over time.

You will be responsible for day-to day coaching and supervision of customer service bankers that provide superior customer service experience for our Wells Fargo Online customers. You will: coach bankers on a daily basis to meet and exceed assigned service goals; resolve routine and escalated issues; communicate information verbally or in writing to customers (both internal and external), other departments, and or senior management; train, motivate and coach staff; write and conduct performance evaluations; assist in employment decisions and set performance standards; and suggest methods to improve customer satisfaction.

WORK HOURS: TBD and must be able to work between site hours.of 5:30 am - 12:00 am Monday - Saturday and 7:00 am - 12:00 am on Sunday

This role will include opportunity to receive monthly incentive.

Please note: Based 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.

2+ years of customer service, and 1+ years in a financial services and/or call center environment and 1+ year supervisory or coaching experience. Demonstrated ability to lead; coach to exceed departmental goals; motivate and provide performance feedback to staff, all within a fast-paced and ever changing environment. Strong experience in resolving and working through escalated and complex customer issues. Demonstrated experience and proven ability to recognize service opportunities; provide exceptional customer satisfaction and retain and grow our customer banking relationships. Strong organizational, written and verbal communications, problem solving and interpersonal skills with all levels of staff, including management. Demonstrated ability to communicate confidentially and professionally.

6+ months leadership, team lead or supervisor experience which includes leading a group Superb leadership skills with demonstrated excellence in motivating, developing, and retaining front-line employees Excellent verbal/written communication and interpersonal skills Excellent analytical, problem solving and creative thinking abilities Ability to work independently and on a team Proven track record of achieving quality results Ability to work in a fast-paced environment and meet assigned deadlines Computer proficiency in MS Office

6+ months experience coaching team members on sales techniques and metrics in a financial services call center 6+ months of leadership, team lead or supervisory experience in a financial services call center Working knowledge with SoftPhone System, Nice Call Monitor System, ESP Scheduling System and STS Tracker