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Customer Service Supervisor 2

Company: Wells Fargo
Location: Roanoke
Posted on: July 13, 2019

Job Description:

Job DescriptionAt 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 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. Its 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. The Customer Service Supervisor is responsible for leading approximately 15 20 team members that receive incoming contact through a number of channels and provides basic customer service with the objective of servicing the customer according to their financial needs. This position will be part of the Customer Service group that provides service and support for Dillard's Card Services and Wells Fargo Retail services portfolio. Our Retail Services team partners with retail merchants to issue private label credit cards to consumers for use at their store. It's one of the largest entry points for new households into Wells Fargo. This team answers inquiries, resolves issues and provides world class service that puts the customer first and helps our customers succeed financially.Primary responsibilities for this role may include but are not limited to: Mentor and develop team members to achieve excellent results Develops coaching plans that incorporate observations and key performance indicators Proactively engage team members to communicate and support adherence to policies, processes and procedures Partners closely with management team to make recommendations to optimize service levels Provides guidance and resources to assist team members in resolving routine and complex issues Collaborates effectively with various business lines to provide timely resolution Special projects as assignedSchedule: The full time schedule is to 1:30pm 10:00pm Monday - Friday and requires the flexibility to work additional hours to support business needs.Important Notes: 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. 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. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.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. Required Qualifications1+ year of financial services experience, call center experience, or a combination of both2+ years of supervisory experience or 2+ years of coaching experience2+ years of experience interacting with customersDesired QualificationsExperience maintaining employee performance improvement using constructive coachingAbility to be proactive, innovative and creative in meeting customer and enterprise needsExperience leading a support function in a professional environmentAdaptable and flexible coaching style which takes into account the needs and learning styles of a diverse teamAbility to interact with integrity and a high level of professionalism with all levels of team members and managementAbility to execute in a fast paced, high demand, environment while balancing multiple prioritiesExperience recognizing service opportunities and providing exceptional customer satisfactionExperience resolving and working through escalated and complex customer issuesAbility to handle information professionally and confidentiallyAbility to provide exceptional customer satisfaction to retain and grow customer banking relationshipsEffective organizational, multi tasking, and prioritizing skillsExcellent verbal, written, and interpersonal communication skillsIntermediate Microsoft Office skillsSolid problem solving skillsAbility to motivate and provide performance feedback, in a fast-paced and ever changing environmentAbility to inspire and engage the broader team, leading with ethics and integrity in all we doSalary InformationThe salary range displayed below is based on a Full-time 40 hour a week schedule.VA-Roanoke: Min: $47,500 Mid: $54,000DisclaimerAll 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. Associated topics: cashier, counter, customer service, customer service associate, retail cashier, retail customer service, retail sales associate, sales associate, sales consultant, service representative Associated topics: cashier, counter, customer service, customer service associate, retail cashier, retail customer service, retail sales associate, sales associate, sales consultant, service representative

Keywords: Wells Fargo, Roanoke , Customer Service Supervisor 2, Hospitality & Tourism , Roanoke, Virginia

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