Main Responsibilities Of A Customer Service Associate Manager At Wells Fargo
Stephen's main responsibilities as a Customer Service Associate Manager at Wells Fargo include managing a team of 10, ensuring "everyone meets certain service levels," and providing "one-on-one coachings and trainings," including onboarding new hires. Additional duties involve overseeing office operations, maintaining "office security and information security," and prioritizing "protecting customer's information and keeping everyone's privacy protected."
Team Management, Customer Service, Employee Training, Performance Metrics, Information Security
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Stephen Renzi
Customer Service Associate Manager
Wells Fargo
Drake University 2009
N/A
Political Science, American Studies
Finance (Banking, Fintech, Investing)
Sales and Client Management
Took Out Loans
Video Highlights
1. Manages a team of 10 customer service representatives, ensuring they meet service level goals and providing coaching and training.
2. Onboards and trains new hires, conducting ongoing training to adapt to changes and new practices.
3. Oversees office operations, prioritizing office and information security to maintain customer data privacy and mitigate risk.
Transcript
What are your main responsibilities within your current role?
In my current role, I manage a customer service team. This is phone customer service, and I have about 10 people on my team.
I'm responsible for ensuring everyone on my team meets certain service levels and services calls within metrics. A lot of this involves one-on-one coaching and training.
In addition to that, I help with onboarding new people in the department. I train new hires who are coming in to do the same job.
There's always ongoing training our teams need due to changes or new practices. I assist with that as well.
Aside from my team duties, I'm also responsible for the office operations. I ensure that office security and information security are maintained, as these are two big directives for everyone.
Taking calls involves customer experience and mitigating risk. We need to protect customer information and keep everyone's privacy protected.
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