Job Description

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as Personal Cell or Cellular in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wells Fargos Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether its buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices, as well as online and digital channels.

Summary job description:

At Wells Fargo, we strongly believe in responsible lending principles and we know that a changing economy or unexpected events may affect our borrower's financial status. Our SAFE team is responsible for identifying, reviewing, communicating and executing solutions for our loan customers. The Customer Service Supervisor (SAFE) 2 position is responsible for day-to-day supervision of staff responding to inquiries, complaints and disputes from internal and external customers regarding financial products and services. Additionally this role is responsible for managing research and escalation functions and/or a larger more complex group responsibilities.

Work location: 11601 N. Black Canyon Hwy, Phoenix, AZ 85029
Training shift: 8am-5pm Monday-Friday for approx. 6-8 weeks*
Available work shift: 11am-8pm (Daylight Savings time) and 12pm-9pm (Standard time) Monday-Friday*
* Shift(s) is subject to change based upon business need

Duties may include:

* Communicating information orally or in writing to customers, other departments and/or senior management
* Working with the management team to identify problems and improve customer service levels
* Working with other departments/vendors to resolve problems, communicate policy, procedures, and practices
* Supervising work-flow, quality of service, and provide input to scheduling
* Assisting with employment decisions and setting performance standards
* Writing and conducting performance evaluations
* Training and coaching staff
* Perform financial, product, and/or business case analysis
* Overseeing the resolution of complex calls
* Completing ad-hoc projects as assigned

Responsibilities may include:

* Develop operational metrics that will ensure monthly call monitoring and coaching targets are met or exceeded
* Analyze work-flow processes and initiate changes necessary to improve unit's efficiency, reduce unit repeat call, case load and improve customer satisfaction by focusing on quality initiatives
* Recommend and make decisions on personnel related matters involving performance reviews, salary reviews and hiring/terminating
* Select, train, develop, and motivate team members to achieve individual as well as team and site goals
* Administer P365 (Performance 365) process for team members including monthly and quarterly progress reviews and annual performance reviews
* Develop recognition programs to enhance teamwork, quality and productivity throughout the department
* Ensure consistent and timely communication to other customer contact departments regarding policies, procedures and issues
* Assist staff by handling escalated customer issues, including phone calls and research on an as needed basis
* Represent customer contact in cross-functional projects as required
* Perform miscellaneous duties as assigned and/or required

IMPORTANT INFORMATION:

* AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS
* Once your application is received, Wells Fargo will make initial contact with you via e-mail
* Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile
* If your contact information has changed, please update prior to applying to this position
* Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.
* 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.
* This position requires SAFE registration at the time of employment. Wells Fargo will initiate the SAFE registration process immediately after your employment start date. The Nationwide Mortgage Licensing System (NMLS) web site (http://fedregistry.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.

As an Employee 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 employees feel included, valued, and supported to do work that energizes them.
* Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks.

Required Qualifications
* 2+ years of customer service experience demonstrated through work or military experience
* 1+ year of financial services experience, call center experience, or a combination of both demonstrated through work or military experience
* 2+ years of supervisory experience or 2+ years of coaching experience demonstrated through work or military experience

Desired Qualifications
* Leadership experience coaching to exceed departmental goals
* Ability to motivate and provide performance feedback, in a fast-paced and ever changing environment
* Experience resolving and working through escalated and complex customer issues
* Experience recognizing service opportunities and providing exceptional customer satisfaction
* Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships
* Effective organizational, multi tasking, and prioritizing skills
* Solid problem solving skills
* Ability to handle information professionally and confidentially
* Excellent verbal, written, and interpersonal communication skills
* Intermediate Microsoft Office skills
* Ability to effectively listen and elicit information
* Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
* Ability to exercise independent judgment to identify and resolve problems
* Ability to follow policies, procedures, and regulations
* Ability to interact with integrity and a high level of professionalism with all levels of team members and management
* Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
* Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
* Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
* Ability to work effectively in structured but flexible, adaptable and changing, call center environment
* Knowledge and understanding of service level agreement process
* Experience communicating and presenting complex information to multiple levels of the organization
* Experience articulating issues, risks, and proposed solutions to various levels of staff and management
* Process efficiency experience, including process assessment and recommendations for improvement
* Experience conducting project meetings, presentations and status reporting

Other Desired Qualifications
* Experience with home equity servicing account management
* Experience making recommendations and decisions on personnel related matters involving performance reviews, salary reviews and hiring/terminating
* Exposure to Wells Fargo Home Lending Servicing systems such as: CIV, ECMP (Enterprise Case Management Portal), GEM, Hogan/Shaw, Home Lending Portal, and/or ICMP

Job Expectations
* This position requires SAFE registration at the time of employment. Wells Fargo will initiate the SAFE registration process immediately after your employment start date. The Nationwide Mortgage Licensing System (NMLS) web site (http://fedregistry.nationwidelicensingsystem.org ) provides the MU4R questions and registration required for employment in this position.
* Individuals in Loan Originator (LO) positions must meet the Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies. The LO qualification requirements include meeting applicable financial responsibility, character, general financial fitness and criminal background standards. A current credit report will be used to assess your financial responsibility and credit fitness, however, a credit score is not included as part of the evaluation. Successful candidates must also meet ongoing regulatory requirements including additional screening, if necessary.
* Willingness to work on-site at stated location on the job opening
* Ability to work nights, weekends, and/or holidays as needed or scheduled
* 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.

Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.

AZ-PHX-Northwest Phoenix: Min: $47,500 Mid: $60,000

Street Address
AZ-PHX-Northwest Phoenix: 11601 N Black Canyon Hwy - Phoenix, AZ

Disclaimer

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.

Benefits Summary
Benefits
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.