About the Role
Internally known as Loan Administration Supervisor, the Operations Supervisor is responsible for supervising staff, providing resolution and customer service for both internal and external customers.
May manage research and escalation function and / or a larger, more complex group. Duties may include supervising workflow and quality of representatives, overseeing resolution to complex calls, working with management team to identify problems and improve customer service levels, interfacing with other Bank departments / vendors to resolve problems, communicating company policy, procedures and practices, making employment decisions and setting performance standards, training and coaching staff, conducting performance evaluations, performing financial, product and / or business case analysis and completing projects as assigned
Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.
Motivates and inspires agent to perform better by formulating and implementing regular team activities.
Market Skills and Certifications
College graduate / Bachelor's degree, any field
At least 3 to 5 years of relevant experience as a supervisor, coaching / managing a team.
Loan administration experience is an advantage. Experience in home mortgage is preferred.
Good team management skills, problem solving skills, time management skills.
Must be able to adapt to assignments quickly. Ability to manage multiple tasks under pressure. Ability to manage time and meet or exceed all deadlines.
Working knowledge of MS Excel, MS Word; Microsoft Access is preferred
Experience with MSP, Imaging and Content Management Platform (ICMP) and other mortgage related applications is preferred.
Previous Risk and / or Analytical experience is an advantage.
Demonstrate strong negotiation, communication & presentation skills
Amenable to work on the night shift, shifting schedules, and holidays.
Amenable to work in Mckinley Hill, Taguig City
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 :