Wells Fargo Business Operations Customer Service Manager

About this role:
Wells Fargo is seeking a Customer Service Manager to lead Consumer & Small Business Banking Operations (CSBBO) Small Business Banking Team. Learn more about our career areas and lines of business at wellsfargojobs.com/career-areas
In this role, you will:

• Manage and develop a group of teams (approximately seven to eight teams) comprised with Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
• Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
• Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
• Interpret and develop standards and goals for customer service
• Collaborate and consult with more experienced management, internal partners, relationship managers, and colleagues to ensure customer satisfaction
• Interact directly with external customers
• Manage allocation of people and financial resources for customer service
• Mentor and guide talent development of direct reports and assist in hiring talent
• Participate and engage in risk management activities (i.e. issues, audits, quality monitoring, etc.), and procedure/communication reviews/certifications as a Process Owner and provide unparallel leadership support and expertise
• Act as a subject matter expert to support risks and control self-assessment (RCSA) activities
• Partner with business controls, quality assurance monitoring, Legal/Risk/Compliance, offshore, workforce management, change management, issue management, etc., for successful management of tasks at hand
• Be a leader and advocate for growing capabilities in AI, Ulinks, Automation tools and other opportunities to drive improved client and agent experience

Required Qualifications:

• 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of leadership experience

Desired Qualifications:

• Experience managing in a contact center environment
• Experience managing teams of 50+
• Knowledge of Small Business Banking processes and procedures
• Experience recognizing service opportunities and providing exceptional customer satisfaction
• Experience resolving and working through escalated and complex customer issues
• Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
• Ability to coach and 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:

• Ability to work on-site at work location

Location:
1525 W W T Harris Blvd CHARLOTTE, NC 28262
Posting End Date:
30 Jan 2026
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.