Consumer & Small Business Banking (CSSB)

Consumer and Small Business Banking (CSBB) provides financial services to consumer banking, consumer lending, and small business customers through over 4,300 retail bank branches and more than 11,000 ATMs in 36 states and the District of Columbia, as well as through 20 customer service centers. CSBB is focused on continuously improving our customer satisfaction, by simplifying our products, pricing and processes and targeted innovation at scale.

The Role

The Banker Connection Executive is part of the Branch Oversight and Support Group (BOS) within CSBB. This leader has overall responsibility for managing the global Banker connection team, which provides support to our branch and small business bankers nationwide by answering their questions via phone.

Responsibilities include:

• Provide vision and set direction for Banker Connection business plan design, development, and management to achieve long-term strategic objectives; collaborate with internal partners to develop highly complex, multi-year experience and call migration strategies

• Lead and recruit a team of experienced managers to execute strategic and financial plans, human capital management, and programs for customer service to achieve business objectives

• Lead, inspire, collaborate with and influence management, key stakeholders, internal partners, managers, and all levels of professionals on the team

• Execute buildout of new Banker Connection sites in line with location strategy, including ensuring proper staffing, training, and day to day execution

• Manage hiring, retention, and allocation of people and financial resources for customer service using advanced workforce management and capacity planning tools and techniques

• Develop and guide a culture of talent development and performance management to meet business objectives and strategy

• Ensure a consistently high level of customer experience, responsiveness and quality while balancing efficiency; respond rapidly to customer and employee feedback as needed

Required Qualifications:

• 8+ 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

• 4+ years of Management experience

Desired Qualifications:

• Expert communication, partnership, and consultation with senior and executive partners in the line of business and across CSBB

• Excellent leadership and team management skills, with the ability to motivate and inspire a team to achieve goals

• Strong analytical and strategic thinking skills, with the ability to translate data and insights

• Strong problem-solving skills and ability to make data-driven decisions

Posting End Date:

11 Jun 2025

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: 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.

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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-drug-and-alcohol-policy) to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Req Number: R-439570