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.

Wealth & Investment Management, or WIM, is one of the United States leading providers of financial and investment services. WIM provides a full range of personalized wealth management, investment, and retirement products and services to meet clients unique needs and help them achieve financial goals. Our mission is to help clients pursue their financial goals with confidence. We accomplish this by:

* Building enduring client relationships through sound, thoughtful, and objective advice
* Developing individualized plans for clients to help meet their financial objectives
* Helping clients build, manage, preserve, and transition their financial resources and wealth

WIM serves clients through the following businesses:

* Wells Fargo Private Bank serves high-net-worth individuals and families.
* Abbot Downing serves ultra-high-net-worth individuals and families.
* Wells Fargo Advisors provides investment advice and guidance to clients through more than 13,200 full-service financial advisors and referrals from more than 5,450 licensed bankers.
* Wells Fargo Asset Management brings together a strategic balance of investment capabilities to serve the investment needs of institutions, financial advisors, and individuals worldwide.

Through Wells Fargo Private Bank and Abbot Downing, WIM is also a leading provider of trust, investment, and fiduciary services, including personal trust services and a number of specialized wealth services designed to meet the diverse needs of high-net-worth clients.

The Investment Contact Center (ICC) provides virtual service and support for Wealth & Investment Management (WIM) clients across its three brands Abbot Downing, The Private Bank, and Wells Fargo Advisors (WFA) as well as to plan sponsors and participants of Institutional Retirement and Trust, and affluent customers of Wells Fargo Bank. With more than 1,000 team members located in five regions, the ICC consists of three client-facing groups (Brokerage Services; High Net Worth, Affluent, and Banking Services, and the Retirement Service Center) and three support groups (Business Administration; Business Strategy, Initiatives, and Technology; and Operations). Our front-line employees manage millions of client interactions each year via phone, chat, email, and correspondence.

Responsible for supervising licensed staff engaged in client support servicing.

Duties include:

* Ensuring customer satisfaction in coordination with relationship managers
* Resolving escalated customer issues and inquiries to upper level management
* Reviewing tracking and monitoring reports for items requiring action
* Training staff on product enhancements and new products
* Ensuring that service and productivity standards and goals are met.
* This position requires securities licensing.

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
* 3+ years of client service experience
* 1+ year of leadership experience
* Successfully completed FINRA Series 7 and 63 (or 66) exams to qualify for immediate registration (or FINRA recognized equivalents)

Desired Qualifications
* A BS/BA degree or higher
* Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
* Ability to quickly establish credibility to build and maintain effective working relationships
* Ability to work effectively in structured but flexible, adaptable and changing, call center environment
* 1+ year of experience coaching and developing a team
* Ability to provide leadership by coaching, training, and mentoring
* Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
* Experience resolving and working through escalated and complex issues
* Strong time management skills and ability to meet deadlines
* Change management experience
* Customer service focus with experience handling escalated issues while balancing the needs of clients, shareholders, and team member
* Ability to grow a highly efficient team
* Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications
* Leadership experience within the Brokerage Services Department
* Knowledge and understanding of brokerage: account processes and compliance/risk standards, operational and supervisory policies and procedures
* Experience using business knowledge and critical thinking skills to determine upstream and downstream project impacts
* Experience in problem analysis, innovative solutions, & implementation

Job Expectations
* Registration for FINRA Series 9/10 must be completed within 180 days of hire date if it is not available for transfer upon hire. FINRA recognized equivalents will be accepted.
* Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position. In addition state registration, specific product licenses or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards. Wells Fargo will initiate the FINRA review process at the time of offer acceptance.
* For specific FINRA qualification exams obtained after 9/30/2018, the Securities Industry Essentials (SIE) exam co-requisite may also be required

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.