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Wells Fargo · 1 day ago

Bilingual Customer Service Associate Manager

Raleigh, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

Wells Fargo is seeking a Bilingual Customer Service Associate Manager role supporting Everyday Banking as a part of Global Operations. The role involves supervising customer service representatives, managing customer inquiries, and identifying opportunities for service improvement while ensuring compliance and customer satisfaction.

BankingFinancial ServicesFinTechInsurancePayments

Responsibilities

Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service

Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service

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

Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction

Interact directly with external customers

Manage allocation of people and financial resources for customer service

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

Qualification

Customer Service experienceBilingual in SpanishLeadership experienceEveryday Banking experienceCall center operations knowledgeCoaching skillsRecruitment skillsSystem proficiency CIVSystem proficiency WorkdaySystem proficiency etc.Time management skillsCollaboration skills

Required

2+ 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

1+ years of leadership experience

Bilingual in Spanish, reading, writing and speaking