Customer Service Manager, GPL - Technical Services

About This Role:

• Wells Fargo is hiring for a Customer Service Manager (VP) to support our National Servicing Group - Desktop Deposit under Global Payments & Liquidity Operations.
• 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:

• Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
• Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
• Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
• Interpret and develop standards and goals for customer service
• Collaborate and consult with more experienced management, 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
• 2+ years of leadership experience

Desired Qualifications:

• Associate or Bachelor's degree holder, in any IT-related course
• Understanding of computer networking, including but not limited to Local Area Networks ( LAN ), Wide Area Networks ( WAN ), Internet Service Provision ( ISP ), Internet Protocol ( IP ), Local Machine and Group Security Policies, Firewalls, and Web Proxy / Content Filtering.
• Advanced understanding of end-user Operating Systems, Windows 7 - 10, and Mac OS.
• Advanced understanding of commercial web browsers such as MS Internet Explorer, Mozilla Firefox, Google Chrome, and Safari.
• Advanced understanding of smartphones and tablets, including Apple iOS and Android OS, using both native application and web-based functions.
• Excellent verbal, written, and interpersonal communications skills.
• Experience in IT Support, Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, and education.
• More than two ( 2 ) years of experience in one or a combination of the following: IT Technical Support, E-Commerce Application Support, or E-Commerce Development experience.
• More than one ( 1 ) year of direct end-user support or customer service experience.
• With people management experience

Job Expectations:

• Must be amenable to work on US or night shift, Monday - Friday, weekend off
• Must be amenable to work onsite, 5/Neo, BGC, Taguig
• Manage a team of CSRs providing technical systems support and servicing to Treasury Management clients, supporting moderate to complex ecommerce products and services.
• The team serve as the first point of client contact in providing support for routine technical questions and issues related to assigned applications, systems, products and services. Examples include inquiries regarding systems status and connectivity, application workflow, and technical mechanics of Treasury Management products and services.
• Use various applications to troubleshoot and restore customer product functionality.
• The team act as a liaison between client and internal parties ( client services, sales and relationship management, technology ) to coordinate satisfactory resolution of technical issues. 

Posting End Date:

24 Oct 2025

*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:

1. Third-Party recordings are prohibited unless authorized by Wells Fargo.
2. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.