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Wells Fargo Call Center Sales Supervisor 2 (Student Lending) in Sioux Falls, South Dakota

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Consumer Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve customers through approximately 6,000 branches and 13,000 ATMs in 39 states and the District of Columbia. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We’ve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

Wells Fargo's Personal Lending group provides credit products to help customers meet their financial needs: private student loans through the Education Financial Services business; personal loans and lines of credit through the Personal Lines and Loans business. Wells Fargo Personal Lending also provides customers with free tools and financial education resources to help them succeed financially.

The Education Financial Services Loan Origination team is currently seeking a Call Center Sales Supervisor 2 who will lead our team of Student Loan Consultant 3’s in their efforts to support student borrowers and their education financing needs.

Direct responsibilities will provide guidance in an inbound call center environment to a team that considers customer needs through financial consultation for more complex lending customers to determine the proper loan program, completing the loan application, and coordinating with underwriting to collect the necessary documents to begin the loan process. Additional responsibilities will include ensuring production/revenue goals and customer needs are met through business development and cross sell initiatives.

Duties may include:

  • Coaches and develops a positive and productive work environment

  • Coordinates and builds relationships with business partners

  • Reviews tracking and monitoring reports (such as talk times, contacts, accounts opened, cross referrals, etc.) for efficiency and sales improvement opportunities

  • Develops sales and referral skills

  • Creates individual development plans with staff

  • Promotes campaigns and quarterly contests to meet sales and referral goals

  • Maintains adequate staffing level to meet production goals

  • Identifies risk and makes sound recommendations to management

  • Monitors calls to ensure that team members are giving accurate information and following approved practices

  • Communicates company policy, procedures and practices

  • Completes reports or project work as requested by business partners and senior management

  • Partners and is liaison with Executive Office and Ops Risk

  • Responsible for new hire transition design and delivery

  • Responsible for floor coverage including helpline staffing and efficiencies

  • Responsible for central hiring efforts

  • Responsible for testing any systemic releases as well as testing any new strategies within LO

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.

  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Required Qualifications:

  • 4+ years of experience assessing and meeting the needs of customers and/or solving customer problems

  • 3+ years of supervisory or management experience

Desired Qualifications:

  • Leadership experience; including the ability to coach teams, exceed departmental objectives, motivate, and provide performance feedback, all in a fast-paced and ever changing environment

  • Strong attention to detail and accuracy skills

  • Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, and recommending solutions

  • Excellent verbal, written, and interpersonal communication skills

  • Effective organizational, multi tasking, and prioritizing skills

  • Experience resolving and working through escalated and complex customer issues

  • Ability to handle information professionally and confidentially

  • Financial advisement or planning experience

  • Ability to analyze applicable policies and procedures to ensure financial integrity of customers

  • Ability to analyze credit documents

  • Ability to articulate complex concepts in a clear manner

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

  • Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

  • Knowledge and understanding of financial services consulting

  • Knowledge and understanding of financial services consumer lending products

  • Knowledge and understanding of lending or loan servicing

  • Knowledge and understanding of loan structuring across broad spectrum of product and loan types

  • Knowledge and understanding of originating, structuring, and executing transactions related to corporate banking or other credit related products for the most critical or complex clients

  • Knowledge and understanding of student loan originations systems

  • Leadership skills including; coaching, training, and mentoring

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5497114&PostingSeq=1.

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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