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Customer Success Manager - Everyday Banking

Company: Wells Fargo
Location: Boise
Posted on: May 15, 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 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 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.

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 limited to:

- 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 appropriate partners
- Coaches and develops a positive and productive work environment
- 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 experience
- 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 policies
- 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 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.

Keywords: Wells Fargo, Boise , Customer Success Manager - Everyday Banking, Accounting, Auditing , Boise, Idaho

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