Research Remediation Manager 2 - Customer Care

Company: Wells Fargo Bank
Location: Roanoke
Posted on: February 16, 2020

Job Description:

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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 support over 5.8 billion customer interactions annually through digital and contact centers.?

WFVC is currently hiring a Research Remediation Manager 2 to oversee a team within our Everyday Banking Customer Care group. Our Customer Care team is comprised of Research Remediation Representatives & Associates who take complaint calls related to online and consumer products and services.

Your key responsibilities will include but are not limited to the following:

--- Ensure team members meet service, operational and compliance requirements and metrics
--- Review team members customer complaint calls and provide feedback
--- Monitor case work and productivity to ensure timely resolution
--- Support and assist team members in resolving customer concerns/questions
--- Provide resolution for escalated, complex and high risk cases? and complaints routed from various areas of the bank
--- Train, develop and mentor team members to achieve success
--- Develop a positive and engaged team that is effective in a dynamic work environment
--- Partner with all levels of leadership, team members and business partners to identify, recommend and implement best practices
--- Special projects as assigned

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.

The full time schedule is 1:30pm - 10:00pm Monday-Thursday & Sunday 9:00am - 6:00pm with Friday/Saturday off. This position requires the flexibility to work additional hours and flex schedule as needed to support business needs.

Please 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.

Required Qualifications

--- 3+ years of experience in one or a combination of the following in the financial services or credit card industry environments: customer service, client relationship management, investor facing, disputes, claims resolution, or fraud resolution
--- 2+ years of supervisory experience

Desired Qualifications

--- Excellent verbal, written, and interpersonal communication skills
--- Experience maintaining employee performance improvement using constructive coaching
--- Ability to be proactive, innovative and creative in meeting customer and enterprise needs
--- Experience leading a support function in a professional environment
--- Experience resolving and working through escalated and complex customer issues
--- Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
--- Ability to interact with integrity and a high level of professionalism with all levels of team members and management
--- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
--- Ability to achieve high production and quality standards
--- Ability to work effectively, as well as independently, in a team environment
--- Ability to articulate issues, risks, and proposed solutions to various levels of staff and management
--- Risk and regulatory compliance experience
--- Experience in ecommerce, online banking, and/or electronic messaging

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

VA-Roanoke: Min: $51,100 Mid: $72,000

Street Address

VA-Roanoke: 7711 Plantation Rd - Roanoke, VA

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.

Keywords: Wells Fargo Bank, Roanoke , Research Remediation Manager 2 - Customer Care, Executive , Roanoke, Virginia