Customer Service Associate Manager
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.
Impact to the business if failure to hire: Failure to hire for this Associate Customer Service Representative role will result in increased workload for existing team members. This may cause longer response times, higher queue volumes, and an increase in unresolved or repeat customer contacts.Ultimately, this could negatively impact customer satisfaction, service level performance, and overall operational efficiency.
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
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.
Posting End Date:
30 Jul 2026- Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions.There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit
Disability Inclusion at Wells Fargo
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
- Third-Party recordings are prohibited unless authorized by Wells Fargo.
- Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.