Wells Fargo

Business Customer Service Manager

Wells Fargo

full-time

Posted on:

Location Type: Hybrid

Location: Irving • Arizona • Texas • United States

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About the role

  • Lead the Premium/Premium plus segment across Wells Fargo Business Operations Customer Service
  • Manage and develop both managers and individual contributors across multiple U.S. sites
  • Oversee high‑complexity, high‑touch customer service delivery—especially for specialized or high‑value customer segments
  • Serve as the highest‑level escalation point for complex customer and employee issues, using sound judgment and critical thinking
  • Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes
  • Identify opportunities for operational improvement, process optimization, and risk mitigation across your segment
  • Implement new systems, policies, and guidelines that support the segment‑based service model
  • Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies
  • Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment
  • Mentor, coach, and develop leaders—including managers, coaches, and senior agents—to build a strong talent pipeline and elevate overall performance

Requirements

  • 6+ years of Customer Service, Financial Services or Contact Center experience
  • 3+ years of management or leadership experience
  • Experience supporting Small Business or Business Banking customers
  • Strong ability to interpret customer needs and resolve highly complex issues with minimal escalation
  • Demonstrated experience managing managers and leading high performing teams
  • Ability to coach, mentor, and develop talent at scale
  • Experience collaborating with cross‑functional partners such as bankers/sales, lending, fraud, merchant services, legal, complaints, and product teams
  • Strong critical‑thinking skills
  • Exceptional communication and interpersonal skills; ability to influence at all levels of the organization
  • Experience driving operational or service‑model transformation
  • Demonstrated ability to be adaptable and nimble based on changing business environments and customer needs/behaviors
Benefits
  • Flexible work arrangements
  • Professional development
  • Health insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer ServiceFinancial ServicesContact CenterOperational ImprovementProcess OptimizationRisk MitigationService Model TransformationPerformance ManagementWorkforce AllocationTalent Development
Soft Skills
LeadershipCoachingMentoringCritical ThinkingCommunicationInterpersonal SkillsAdaptabilityInfluencingProblem SolvingCollaboration