Customer Success Manager - Everyday Banking
Company: Wells Fargo
Posted on: May 15, 2020
Important Note: During the application process, ensure your contact
information (email and phone number) is up to date and upload your
current resume when 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
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.
Wells Fargo Virtual Channels (WFVC) serves consumer and small
business customers through various channels that include digital
(online, mobile, and social) and contact centers (phone, email, and
correspondence). We provide customers with convenient ways to
manage their accounts how, where, and when they wish.--
The Customer Success Manager manages front line team managers that
are responsible for the daily operations of contact center staff
that receive customer inquiries and issues through a variety of
channels (for example: phone, text, live chat, etc.).
As a Customer Success Manager, you'll be passionate about
developing others through mentorship, coaching, and career pathing
while also seeking opportunities for self-improvement on the road
to developing yourself.
You'll be a skilled communicator and storyteller who inspires and
motivates others through infectious positivity, passion, and
enthusiasm, while demonstrating the highest levels of integrity of
doing what's right for our customers and team members. You will
empower your team members through honest, transparent, and timely
feedback.-- Your desire to realize the Wells Fargo Vision of
satisfying our customers' financial needs and helping them succeed
financially will serve as your inspiration at the core of
everything you do.
Creating a fun, dynamic environment where everyone is welcome and
valued will be key as you foster a sense of community and
belonging. As a collaborative business partner who actively listens
to the needs of the team, you'll encourage constant learning to
help deliver an improved customer and team member experience.
Lastly, you'll be a brand ambassador who embraces the Wells Fargo
Vision, Values, & Goals by demonstrating on a daily basis the
connectedness of the frontline to the overarching mission of the
company. Your ability to highlight the importance of the role our
team members play and how it connects to the goals of our company
will position you and your team for success.
This position will be part of Everyday Banking group who provides
service for online and consumer products and services.
Primary responsibilities for this role will include but are not
- Ensures team managers are coaching team members around deepening
relationships with customers in order to provide best in class
levels of customer experience
- Works with management and team members to proactively identify,
manage, and escalate business risks and engages with the
- Coaches and develops a positive and productive work
- Identifies and builds upon relationships with business partners
and key stakeholders
- Reviews contact center key performance indicator reporting and
monitors for trends to ensure high levels of quality and customer
- Oversees staffing, budget and resources to provide quality
service and/or improve performance
- Resolves complex problems or inquiries
- Ensures team meets government regulations and company
- Oversees and executes on hiring, training, developing, and
retaining a diverse workforce.
Business hours of operation are: Sunday - Saturday, 5:30 am - 11:00
pm. The full time schedule is to be determined and will fall within
the line of business hours and requires the flexibility to work
additional hours to support business needs. Schedule may be
eligible for a shift differential of 10% under the terms of the
shift differential policy.
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.
As a Team Member Manager, you are expected to achieve success by
leading yourself, your team, and the business. Specifically you
- 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.
Keywords: Wells Fargo, Boise , Customer Success Manager - Everyday Banking, Accounting, Auditing , Boise, Idaho
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