Customer Service Director

About this role:

Wells Fargo is seeking an innovative and influential leader to join our team as a Customer Service Director within Unsecured Lending Operations (ULO) Credit Card Customer Service.  This role will be responsible for leading ~450 domestic employees, across multiple sites, who provide world class service across various customer and product segments including co-brand products and premier/high value customers.  The successful candidate will lead efforts to ensure effective employee onboarding and assistance models are in place and drive operational execution in partnership with the product team.        

In this role, you will:

• Establish and sustain a servicing model to deliver world class service for the high value customer segment leveraging requirements from product delivery partners. 

• Train industry leading talent to deliver world class service for our high-net-worth clients

• Manage and develop multiple teams and functions, including managers and professionals, with focus on delivering end to end customer service for cross functional stakeholders and business partners

• Drive quality, efficiency, and effectiveness

• Provide timely responses to stakeholders and maintain high quality, consistent documentation of efforts.

• Ensure consistent adherence to appropriate policies, procedures, and regulatory commitments.

• Manage processes/protocols for tracking and reporting service performance against committed service level agreements (SLA’s) and oversight routines; create action plans to correct any service deficiencies.

• Create performance transparency and measures across applicable ley performance indicators (KPI’s), SLA’s and document for use within the Customer Account Management Wells Fargo Enterprise and in support of Governance and Regulatory interactions as needed.

• Identify opportunities and strategies for increasing customer service and satisfaction, profitability and efficiency of operations

• Demonstrated ability to build and maintain strong credible relationships with key stakeholder groups including executive management.

• Proven ability to communicate well verbally and in writing with internal and external stakeholders of different levels, including experience presenting to senior executives with the ability to simplify complex information in a clear manner.

• Takes ownership and accountability for responsibilities, business outcomes, and for management of risk exposure.

• Manage allocation of people and financial resources for customer service

• Apply change management process and tools to create a strategy to support the adoption of the changes required by a project or initiative.

• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals

• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 8+ 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

• 4+ years of management experience

Desired Qualifications:

• 8+ years of Customer Service Contact Center

• 8+ years of management experience

• Knowledge of wealth and investor management segment clients

• Knowledge and understanding of consumer related remediation policy, process, and procedures

• Financial services experience

• Ability to manage in a matrixed organization environment

• Excellent verbal, written, and interpersonal communication skills

• Ability to leverage data to make effective business decisions

• Success in developing a vision, purpose and direction for a team and demonstrated success in carrying it forward as a visible leader

• Experience consulting with senior management and enterprise programs

Job Expectations:

• Ability to Travel up to 30% of the time

Locations:

Phoenix, AZ, Charlotte, NC, Roanoke, VA, San Antonio, TX

Posting End Date: 

20 Jun 2025

*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, disab