Brokerage Operations Associate Manager

About this role:

Wells Fargo is seeking a Customer Service Associate Manager to lead a team responsible for delivering exceptional customer experiences and supporting operational excellence within a fast-paced financial services environment. This role oversees customer service representatives handling complex customer inquiries, complaints, and dispute resolution activities while ensuring adherence to quality, risk, and compliance standards.

In this role, you will:

• Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
• Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
• Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
• Collaborate and consult with 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
• 1+ years of leadership experience

Desired Qualifications:

• Bachelor's degree in any field.
• 1+ year of leadership experience supporting brokerage, trading, or financial services operations.
• Experience managing voice-based customer service or contact center operations.
• Proven ability to launch, pilot, or scale new teams, processes, or business functions.
• Strong coaching, performance management, and employee development skills.
• Excellent communication, stakeholder management, and problem-solving abilities.
• Experience working in a highly regulated financial services environment.
• Ability to thrive in a fast-paced, metrics-driven organization.
• Flexibility to work rotating or shifting schedules.

Job Expectations:

• Willing to work US hours
• Willing to work onsite (BGC office)

Responsible for supervising unlicensed staff engaged in client support servicing.  Duties include:  ensuring customer satisfaction in coordination with relationship managers; resolving escalated customer issues and inquiries to upper level management; reviewing tracking and monitoring reports for items requiring action; training staff on product enhancements and new products; ensuring that service and productivity standards and goals are met.

Posting End Date: 

*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:

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.