Client Service Manager 1 - Full-time / Part-time

Job Title:

Client Service Manager 1

Job ID Number:

5142943

Schedule Type:

Reg-Time

Work Hours:

40

Location:

Charlotte,NC

Qualifications:

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.

Business Direct is a division of Wells Fargo that develops and markets lending products to small businesses. We are currently recruiting for a highly motivated individual that has excellent leadership, sales and customer service skills who wants to be a part of a growing, fast-paced team. Responsible for coaching, developing and supervising staff engaged in client support servicing. Duties may include: responding to banker/customer inquiries; training staff; quality call monitoring; resolving routine and escalated issues; ensuring that service and productivity standards goals are met; communicating with other departments, and/or senior management; writing and conducting performance evaluations; assisting in employment decisions; ensures compliance with Wells Fargo, legal, regulatory and/or business policies; may suggest methods to improve customer satisfaction.

Scheduled Hours: Regular Shift -- Ability to work between the hours of 6am to 6pm PST.

3+ years client service experience and 1+ years leadership experience. Demonstrated success in customer service with experience in handling escalated issues. Exceptional customer orientation and ability to balance needs of clients, shareholders and team members. Strong change management skills and ability to grow a highly efficient team. 2+ years supervisory/management experience Excellent written and verbal communication skills Demonstrated ability to coach, motivate, and provide performance feedback Demonstrated performance in leading a team Proven experience in adapting to and leading change Strong organizational and interpersonal skills Proven ability to identify opportunities for process improvements Strong team player with a high level of professionalism and initiative Proficient in a Microsoft Office Environment, specifically Word, PowerPoint and Excel Willingness to have flexibility in work schedule based on business needs Previous leadership/supervisory experience in a call center environment both inbound and outbound Working knowledge of various call-strategies and experience utilizing call-monitoring software Prior experience of Real Estate Loan Sales and/or Processing Previous consultative sales experience Experience with Small Business financial products and/or customers BS/BA degree or equivalent work experience Knowledge of Business Direct process and application flow along with system experience with CPS, LOS, FDR, HOGAN and RightFax applications Prior experience using HR Online Tools, i.e., Staff Mgmt, Online Recruiting NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC