Customer Service Associate Manager
Wells Fargo International Solutions LLC – Philippines Cebu
About us:
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management.Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations.
About this role:
Wells Fargo is seeking a Customer Service Associate Manager. This role is
responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
In this role, you will:
- Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
- Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
- Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
- Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction
- Interact directly with external customers
- Manage allocation of people and financial resources for customer service
- Mentor and guide talent development of direct reports and assist in hiring talent
Required Qualifications:
- 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 1+ years of leadership experience
Desired Qualifications:
- Proven experience leading teams of 20+, including virtual coaching with adaptable styles for diverse learners
- Strong leadership in risk management, demonstrating integrity and professionalism across all levels
- Ability to lead effectively through ambiguity and organizational change
- Skilled in building cross-functional partnerships and collaborative relationships
- Talent for recruiting, retaining, and developing high-performing individuals and teams
- Excellent multitasking and problem-solving skills in fast-paced environments, with strong communication and technical troubleshooting abilities
- Lean Six Sigma Certification
- Certification and completion of Generative AI 100 Pathway, machine learning, or related field, Digital Proficiency enhancements, MS Co-pilot, and Technology related knowledge.
Job Expectations:
- Must be amenable to working in shifting schedules, including graveyard shifts, weekends, and holidays.
- Must be amenable to onsite work; office is located in Cebu I.T. Park, Cebu City.
- Must be able to attend full duration of required training period.
Wells Fargo Philippines
Wells Fargo International Solutions LLC – Philippines is a critical component of Wells Fargo’s (Wells Fargo Bank, N.A.) strategy to leverage distinct advantages in doing business in a global environment. Our operations in the Philippines began in 2011, and today we’re rapidly growing as we invest for the future.Our campus, located in McKinley Hill and BGC in Taguig City, plays a key role in delivering exceptional service to our international operations, knowledge support, front-end customer service, and middle and back-end banking process solution functions.
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