About This Role
This role involves leading and supervising the operational and risk aspects of teller functions within a branch, ensuring exceptional customer service and compliance. It suits a leader with a strong focus on customer and colleague experience, capable of managing daily operations and developing a diverse team.
Responsibilities
- Lead and supervise risk and operations of teller functions to deliver exceptional customer service and colleague experience
- Ensure timely completion, quality, and compliance in teller functions
- Provide feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools
- Perform operational and customer support tasks
- Provide excellent customer service, engage customers in conversations, and build relationships with them
- Manage the schedule and daily operations of the teller line
- Make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management
- Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures
- Support customers and employees in resolving or escalating concerns or complaints
- Collaborate and consult with branch employees, colleagues, and mid-level managers
- Interact directly with customers
- Coach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business objectives
- Manage allocation of people and financial resources for branch operations
- Mentor and guide talent development of direct reports and assist in hiring talent
- Assess needs and refer customers interested in a dwelling secured product to a SAFE team member
- Assist customers without taking an application and without offering or negotiating terms of a dwelling secured transaction
Requirements
- 2+ years of experience assessing and meeting the needs of customers or helping with issue resolution, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 1+ years of Leadership experience
- Ability to work a schedule that may include most Saturdays
- Meet the Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies for Loan Originator (LO) positions
- Meet applicable financial responsibility, character, general financial fitness, and criminal background standards (assessed via current credit report for financial responsibility)
- Meet ongoing regulatory requirements including additional screening, if necessary
