Head of Consumer & Small Business Banking Customer Service C

at Wells Fargo in Phoenix, Arizona, United States

Job Description

Job Description

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.92 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

Consumer & Small Business Banking (CSSB)

Wells Fargo’s Consumer and Small Business Banking businesses include Branch Banking, Deposits, Small Business, Consumer and Small Business Banking Digital, Consumer and Small Business Banking Strategy & Transformation, Consumer and Small Business Banking Marketing, Consumer and Small Business Banking Control, and Consumer and Small Business Banking Operations.

Branch Banking serves more than 70 million consumer and small business customers through a distribution network consisting of retail branches, ATMs, and online and digital channels, offering financial products and services to consumers and small businesses through approximately 5,300 retail banking branches and more than 13,000 ATMs in 36 states and Washington, D.C.

CSBB Operations primarily supports consumer and small business customer segments by delivering on end-to-end servicing across the customers’ lifecycle. Services include letters and statements, customer service, cash management across branch and ATM channels, fraud and claims management, and core operational banking activities that ensure account reconciliation, state and federal regulatory compliance, account maintenance and transaction clearing. CSBB Operations’ focus is to define and drive a transformational strategy to improve customer experience and business profitability, while also ensuring effective risk and control management and a talent strategy focused on diversity, equity and inclusion as well as leadership competencies necessary for future success.

The Role

The Head of CSBB Customer Service Centers will focus on driving best-in-class performance and servicing transformation across all of our Customer Service sites and supported channels (Interactive Voice Response, Chat/Messenger, Social) including offshore via our partners.

Responsibilities include, but are not limited to:

+ Define long-term servicing roadmap to drive best-in-class servicing capabilities and performance across live-phone, IVR, Chat/Messenger and Social channels – leveraging customer journeys and insight-driven analytics.

+ Execute this roadmap balancing customer experience and expense discipline objectives, while also ensuring day-to-day performance and effective risk & control management

+ Ensure alignment of servicing roadmap and priorities with business strategy, partnering effectively with Product, Segment Leaders, Operations colleagues, Digital and Customer Experience among other key stakeholder groups.

The Candidate

The successful candidate will demonstrate strong strategic thinking with exceptional execution skills in a large-scaled, multi-servicing channel operation. The successful candidate will also have proven people leadership skills with track record of building and developing diverse teams and strong engagement across all levels of the organization in a high-change environment.

Required Qualifications

+ 10+ years of management experience

+ 15+ years of customer service or sales experience

Other Desired Qualifications

+ A seasoned senior leader with increasing responsibility in customer service leadership positions

+ Strong innovation acumen with the ability to test new ideas while managing risk Exceptional problem solving and analytical skills with proven ability to turn findings into executable plans. A proven change agent.

+ Demonstrated management experience building and leading a high performing, engaged and diverse team

+ Transformational leader who can understand and leverage latest technology and tools to accelerate effectiveness and maximize efficiency. Able to create, build and communicate compelling business cases at all levels of the organization.

+ Exceptional execution skills – at scale – in a high change, evolving environment.

+ Proven and demonstrated leadership skills including relationship building, partnering and collaboration skills with clear ability to influence, gain buy-in and negotiate with a diverse group of key business partners/stakeholders including senior management.

+ Clear focus and passion for customer experience. Familiarity with agile and customer journeys – a major plus.


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Company: Wells Fargo

Req Number: 5565059-1

Updated: 2021-02-18 02:23:16.786 UTC

Location: Phoenix,AZ

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Job Posting: JC178125286

Posted On: Feb 18, 2021

Updated On: Sep 25, 2021