Service Delivery Manager

6 days ago


Charlotte, North Carolina, United States Wells Fargo Full time
Job Overview

We are seeking a highly experienced professional to lead our team of client associates in delivering exceptional client experiences. As a Customer Service Manager, you will be responsible for making daily supervisory and tactical decisions and resolving issues related to customers and colleagues, as well as staffing requirements under the direction of customer service management, leveraging interpretation of policies and procedures. You will also be responsible for resolving escalated customer service issues and inquiries related to the most complex accounts for brokerage clients.

About this Role

In this position, you will:
  • Manage a team of client associates who are engaged in support of relationship management, sales support, and client servicing.
  • Making daily supervisory and tactical decisions and resolving issues related to customers and colleagues, as well as staffing requirements under the 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, Community bank, Business banking, 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.


Requirements

To be considered for this role, you must have:
  • 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 66 (or 63 and 65) examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration.


Work Environment

This role is based in Charlotte, NC, and offers a hybrid work schedule in compliance with FINRA standards. The compensation package includes a salary range of $80,000 - $120,000 per year, depending on experience, plus comprehensive benefits and paid time off.

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