Contact Center Sales Manager (SAFE)

About the position

Wells Fargo is seeking a Contact Center Sales Associate Manager (SAFE) in Consumer Direct as part of Home Lending. This role involves managing a utility team focused on Assumption mortgage customer service, mortgage telesales, and mortgage fulfillment specialists. The manager will ensure production goals and customer needs are met while identifying opportunities for process improvement and risk control development. The position requires compliance with the S.A.F.E. Mortgage Licensing Act and involves direct customer interaction.

Responsibilities
? Manage a utility team in Assumption mortgage customer service and mortgage telesales.
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? Ensure production goals and customer needs are met through efficient team capacity management.
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? Identify opportunities for process improvement and risk control development.
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? Make day-to-day supervisory and tactical decisions related to team supervision and daily operations.
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? Set performance standards, conduct training, and perform performance evaluations.
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? Collaborate with peers and mid-level managers.
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? Interact directly with external customers.
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? Manage allocation of people and financial resources for Contact Center Sales.
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? Be responsible for selection, evaluation, and development of staff.

Requirements
? 2+ years of Contact Center Sales experience or equivalent.
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? 1+ years of Leadership experience.

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

Benefits
? Hybrid work schedule
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? Diversity and inclusion initiatives
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? Drug and Alcohol Policy compliance

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