Customer Service Manager

About this role:

Wells Fargo is seeking a Customer Service Manager as part of Remote Client Associate Support Teams (RCAST) for Wells Fargo Advisors in Wealth & Investment Management (WIM).  Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role you will:

• Manage Customer Service Associate Managers who lead a team of client associates to support relationship management, sales support and client servicing

• Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures

• Resolve escalated customer service issues and inquiries related to the most complex accounts for brokerage clients

• Collaborate and consult with internal partners and colleagues to ensure customer satisfaction

• Manage special projects related to service/RCAST Model improvements

• Ensure client associate adherence to productivity standards and goals

• Understand client needs and collaborate with other partners when appropriate, including Client Relationship Group (CRG), Centers of Excellence, etc.

• Assist CRG Leadership with communicating, implementing, monitoring, and enforcing firm operational policy and procedures and ensure adherence to these policies and procedures and lead team in adoption of digital adoption.

• Lead the client associates in delivering on the Client Experience fundamentals, sharing the benefits, and creating a total client experience.

• Mentor and guide talent development of direct reports and assist in hiring talent

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

• Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 and 63 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Desired Qualifications:

• Brokerage client support experience or financial services industry experience

• Successfully completed FINRA Series 9/10 (or FINRA recognized equivalents)

• Demonstrated change management and conflict resolution skills

• Ability to assess issues, make quick decisions, implement solutions, and influence change

• Customer service focus with the ability to balance needs of clients, shareholders, and team members

• Proficient brokerage operational knowledge

• Intermediate Microsoft Office skills

Job Expectations:

• This position is not eligible for Visa sponsorship

• This position offers a hybrid work schedule in compliance with FINRA standards

• Registration for FINRA Series 9/10 must be completed within a 90 or 180-day time period contingent upon number of license(s) needed if not immediately available to transfer upon hire.  FINRA recognized equivalents will be accepted. 

• For specific FINRA qualification exams obtained after 9/30/2018, the Securities Industry Essentials (SIE) exam co-requisite may also be required

• Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position.  In addition state registration, specific product licenses or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards.  Wells Fargo will initiate the FINRA review process at the time of offer acceptance

• This position is subject to FINRA Background Screening Requirements, including successful completion and clearing of a background check. Internal transfers are subject to comply with 17 CFR 240.17f-2 of the Securities Exchange Act of 1934 and FINRA Bylaws, Article III, Section 3, which states that Associated Persons should not be subject to statutory disqualification. Successful candidates must also meet ongoing regulatory requirements including additional screening and are required to report certain incidents

• Specific compliance policies may apply regarding outside activities and/or personal investing; affected employees will be expected to provide information to the Wells Fargo