Responsible for supervision of staff responding to inquiries, complaints and disputes from internal and external customers, clients, investors, banks, and / or merchants regarding disputes, claims and financial services.
Duties may include resolving escalated problems, communicating information orally or in writing to team members, customers, banks, merchants or other departments and / or senior management, training and coaching staff, writing and conducting performance evaluations, assisting in employment decisions and setting and meeting / exceeding performance standards.
May manage workflow, quality of service and provide input to scheduling.
As a manager, successful candidate is expected to demonstrate the ability to lead self, his / her team, and the business through effective execution of the following responsibilities :
Lead the team with integrity and create an environment where employees feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities, which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing talent, identifying and managing risks, and completing daily management tasks.
Market Skills and Certifications
2+ years of experience in one or a combination of the following financial services or credit card industry environments : customer service, client relationship management, investor facing, disputes, claims resolution, or fraud resolution
1+ year of leadership experience
Excellent verbal, written, and interpersonal communication skills
Intermediate Microsoft Office skills
Financial services industry experience
Knowledge and understanding of wire transfer processes
Fraud prevention experience
Ability to interact with all levels of an organization
Ability to positively influence, motivate, and direct diverse teams
Ability to organize and delegate work to others
Ability to achieve high production and quality standards
Ability to assess current processes / procedures and make recommendations for efficiency
Ability to assess issues, make quick decisions, implement solutions, and influence change
Ability to proactively manage and mitigate issues
Knowledge and understanding of financial services industry : compliance, regulatory, or legal operations
Outstanding problem solving and decision making skills
Strong analytical skills with high attention to detail and accuracy
Other Desired Qualifications
Ability to successfully lead through organizational change
Demonstrated experience in MTS (Money Transfer System), Hogan, PEGA
Leadership Expectations at Wells Fargo
As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will :
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.