Wells Fargo''s Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision and design every product and service with our customers in mind. If it''s not good for our customers, then it''s not good for Wells Fargo. It starts with you. We must attract, develop, retain and motivate the most talented people those who care and who work together as partners across business units and functions. We believe everyone on our team is important and deserves respect for who they are and how they contribute to our success. The CLG team includes our home mortgage, home equity, consumer credit card, personal loans and lines, direct auto, dealer services and commercial auto, retail services and education financial services businesses. Join the #1 Mortgage originator and servicer. Our Performing Servicing Team: Focuses on the customer and strives for operational excellence in servicing mortgage loans and home equity products for our customers. HOURS: Monday-Friday 9:00 to 6:00 or 10:00 to 7:00. Will work one Saturday about every other month from 9am to 6pm and Sunday 9am to 6pm. - Ensure customer satisfaction by managing the day-to-day operations of inbound call center team - Ensure service levels are obtained and Key Indicators are met on a monthly basis - Develop and motivate team members, build employee satisfaction and enhance service to customers by providing on-going feedback to direct reports regarding key performance measurements - Achieve or exceed monthly coaching targets - Execute the MPP (Managing Premier Performance) process for team members including monthly and quarterly progress reviews and annual performance reviews - Work with other Customer Service Supervisors to successfully execute daily and weekly staffing plans based on projected call volumes and service level targets - Ensure consistent communication to Customer Service staff regarding policies, procedures, and issues - Ensure routine quality monitoring of phone and correspondence inquiries including research and follow-up activities generated within Customer Service and/or other functional departments - Ensure execution of training initiatives as established by the Customer Service training calendar - Analyze workflow process and initiate changes necessary to improve unit''s efficiency, reduce unit costs, and improve customer satisfaction - Assist customer service staff by handing escalated customer issues, including phone calls, and research, on an as needed basis
Basic Qualifications: 2+ years customer service experience and 1+ years experience providing coaching direction and guidance to customer service representatives.
Minimum Qualifications: Demonstrated ability to lead; coach to exceed departmental goals; motivate and provide performance feedback to staff, all within a fast-paced and ever changing environment. Strong experience in resolving and working through escalated and complex customer issues. Demonstrated experience and proven ability to recognize service opportunities; provide exceptional customer satisfaction and retain and grow our customer banking relationships. Strong organizational, written and verbal communications, problem solving and interpersonal skills with all levels of staff, including management. Demonstrated ability to communicate confidentially and professionally.
- Minimum of three years of leadership experience which may include a combination of team lead experience or other supervision /management experience - Demonstrated leadership ability in a high volume and fast paced environment - Commitment to outstanding customer service - Strong organizational and motivational skills - Excellent verbal and written communication skills This position requires compliance with all mortgage regulatory requirements and Wells Fargo''s compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
Preferred Skills: - Experience with PC applications, Excel, Word, Access and PowerPoint - Knowledge of call center systems, i.e. VRU, Avaya, IEX, Blue Pumpkin, Etalk/Verint - Previous Edge/CPI experience - Previous mortgage experience - Previous Sales Experience - Call Center Supervisory experience - College degree a plus
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANT_NW/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_HM_PRE&Action=A&SiteID=1&Opening=3712720.
WELLS FARGO IS AN AFFIRMATIVE ACTION AND EQUAL OPPORTUNITY EMPLOYER M/F/D/V.