Contact Center Sales Manager (SAFE)

About this role:

Wells Fargo is seeking a Contact Center Sales Associate Manager (SAFE) in Consumer Direct as part of Home Lending. Learn more about the career areas and business divisions at wellsfargojobs.com.

In this role, you will:

• Manage a utility team in a mix of Assumption mortgage customer service, mortgage telesales (inbound and outbound) and/or mortgage fulfillment specialists, ensuring that production goals and customer needs are met through efficient transition of team capacity to address business initiatives and processes to ensure timely completion, quality and compliance for Contact Center Sales
• Identify opportunities for process improvement and risk control development
• Identify risk and make sound recommendations to management, communicate company policy, procedures and practices, complete reports or project work as requested by business partners and management
• Make day-to-day supervisory and tactical decisions and resolve issues related to team supervision, work allocation and daily operations under direction of Contact Center Sales management
• Leverage interpretation of policies, procedures, and compliance requirements
• Set performance standards, training and conduct performance evaluations
• Collaborate and consult with peers, colleagues and mid-level managers
• Interact directly with external customers
• Manage allocation of people and financial resources for Contact Center Sales
• Be responsible for selection, evaluation, and development of staff
• This SAFE position has customer contact and job duties which may include the offering/negotiating of terms and/or taking an application for a dwelling secured transaction. As such, this position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results. Individuals in a SAFE position also must meet the Loan Originator requirements under Regulation Z (LO) outlined in the job expectations below

Required Qualifications:

• 2+ years of Contact Center Sales 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:

• Knowledge and understanding of Wells Fargo Assumption products/processes.
• Strong risk management and compliance skills
• Leadership experience including coaching, training, and mentoring
• Project Management Experience
• Knowledge and understanding of Empower
• Knowledge and understanding of Wells Fargo MSP (Mortgage Servicing Platform) application

Job Expectations:

• This position requires SAFE registration at the time of employment. Wells Fargo will initiate the SAFE registration process immediately after your employment start date. The Nationwide Mortgage Licensing System (NMLS) website (http://fedregistry.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position. Individuals in Loan Originator (LO) positions must meet the Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies. The LO qualification requirements include meeting applicable financial responsibility, character, general financial fitness and criminal background standards. A current credit report will be used to assess your financial responsibility and credit fitness, however, a credit score is not included as part of the evaluation. Successful candidates must also meet ongoing regulatory requirements including additional screening, if necessary

Posting Location:

• 800 S. Jordan Creek Pkwy WDM, IA 50266
• This position offers a hybrid work schedule

Posting End Date:
17 Nov 2024
*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 .

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.