Wells Fargo

Location:

Charlotte, North Carolina

Country:

United States

Postal Code:

28201

Approximate Salary:

Not Specified

Position Type:

Full Time

Phone:

415) 820-7800

This job has expired and you can't apply for it anymore. Start a new search.

Client Service Manager (Lic) 4: Brokerage Services Site Leader

Wells Fargo - Charlotte, North Carolina

Posted: 07/29/2018

Job Description

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

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

Wealth and Investment Management (WIM) businesses build enduring client relationships through sound, thoughtful and objective advice. We help our clients by developing individualized plans for everything from retirement goals to business succession planning, to family legacy intentions. Services include comprehensive planning and advice, investment management, brokerage, private banking, estate planning strategies, trust, insurance and both individual and institutional retirement.

The Investment Contact Center (ICC) provides service and support for clients of WIM’s five lines of business: Abbot Downing, Retirement, Wealth Management, Wells Fargo Advisors (WFA), and Wells Fargo Asset Management (WFAM). Our client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. We also have team members who work on support teams in business administration, operations, and strategy and technology. We act as a single, unified, and coordinated channel, with one direction, one voice, and one view, in order to provide exceptional client experiences.

  • View the “Working at Wells Fargo – Investment Contact Center” video on YouTube to learn more about what it’s like to work in the ICC. Hear unique team member perspectives about career development, engagement opportunities, and client service — the foundation of our culture. Copy and paste this video URL into a new browser tab to hear what our ICC team members are saying: youtu.be/qoX6zB6YZlM

The Site Leader is responsible for key operational, supervisory and administrative functions in the site, in partnership with Site Leaders in two additional locations in Salt Lake City, UT and St. Louis, MO. There is strong emphasis on collaboration across all sites to ensure consistency and alignment, including with 3rd party vendor support.

As Site Leader, you will be the most senior leader on-site in Brokerage Services responsible for driving key business metrics through the development and implementation of innovative long-term strategies to improve the client experience and drive team member engagement. In collaboration with our business partners and support groups within the Client Contact Center, this role has a measurable impact on the productivity and profitability of our Client Contact Center through a continued focus on team member development. You will represent the Brokerage Services group in regular meetings related to business operations and cross-functional initiatives. Some travel may be required.

A successful candidate will have experience in the following areas:

  • Managing a client-focused team in the financial services industry, specifically in brokerage, with proven results to balance the needs of clients, shareholders and team members; preferably across multiple sites or teams
  • Relationship management with internal and external business partners
  • Utilizing data analysis and other research provided by our support teams to continuously monitor and measure the quality and performance of the department and individual team members, identifying areas of opportunity and developing solutions to drive results
  • Experience in a call center environment utilizing technology and techniques to train and develop phone representatives, including but not limited to call monitoring
  • Managing a budget and adhering to an annual financial plan
  • Manage process improvement initiatives to optimize operational effectiveness and efficiencies
  • Execute in a fast paced, high demand environment while balancing multiple priorities
  • Coach, develop and retain diverse, high performing talent to future leadership roles
  • Promote risk awareness: proactively identify risks and trends and develop timely and effective strategies to communicate, analyze and remediate
  • Develop programs and strategies to enhance the knowledge of our team members
  • Maintain awareness of all compliance regulatory requirements and lead teams to achieve top ratings in annual compliance exams
  • Ability to organize and manage multiple priorities and achieve results
  • Extensive knowledge and understanding of financial and fiscal responsibility

This position is only available in Charlotte, NC.

Required Qualifications

  • 10+ years of client service experience, related business experience, or a combination of both
  • Successfully completed FINRA Series 7, 9/10, and 63 exams to qualify for immediate registration (or FINRA recognized equivalents)
  • 5+ years of management experience
Desired Qualifications

  • FINRA registration including Series 24 (or FINRA recognized equivalents)
  • Excellent verbal, written, and interpersonal communication skills
  • Strong organizational, multi-tasking, and prioritizing skills
  • Strong risk management and compliance skills
  • Experience in problem analysis, solution implementation, and change management
  • Ability to grow a highly efficient team
  • Ability to organize and manage multiple priorities and achieve results
  • Customer service focus with the ability to balance needs of clients, shareholders, and team members
  • Extensive knowledge and understanding of financial and fiscal responsibility
  • Strong change management skills
  • Strong problem solving and decision making skills
  • Ability to leverage diversity and develop next level management team
  • Management skills
Other Desired Qualifications
  • 5+ years of experience in the brokerage services industry
Job Expectations

  • Registration for FINRA Series 63 (or 66) must be completed within 180 days of hire date if it is not available for transfer upon hire. FINRA recognized equivalents will be accepted.
  • Registration for FINRA Series 7 must be completed within 180 days of hire date if it is not available for transfer upon hire. FINRA recognized equivalents will be accepted.
  • 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.
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.

Apply Now
This job has expired and you can't apply for it anymore