Customer Service Manager 3 - Home Lending Servicing

Employer
Wells Fargo
Location
Frederick, MD
Posted
Mar 15, 2017
Closes
Mar 21, 2017
Hours
Full Time
* About Wells Fargo * Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Founded in 1852, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial financial services through more than 8,600 locations, 13,000 ATMs, online (wellsfargo.com), and mobile devices. We're headquartered in San Francisco, but we're decentralized so every local Wells Fargo store is a headquarters for satisfying our customers' financial needs and helping them succeed financially. We do business with 70 million customers and one in three US households. Wells Fargo has approximately 268,000 team members in 36 countries and territories across our more than 90 businesses. At the end of second quarter 2016, Wells Fargo ranked third in assets among US banks and was the world's most valuable bank by market capitalization. In 2015, Wells Fargo was named "Most Admired" among the world's largest banks by Fortune magazine, and "Best US Bank" by The Banker magazine. Our vision: "We want to satisfy our customers' financial needs and help them succeed financially." *Consumer Lending & Operations Group* Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision -and design every product and service - with our customers in mind. If it's not good for our customers, then it's not good for Wells Fargo. Consumer Lending Group includes Home Lending, Dealer Services (indirect auto lending and commercial services) and our Personal Lending businesses and is led by Franklin Codel. * Home Lending* Wells Fargo Home Lending (WFHL) is the national leading originator and servicer of residential mortgages, funding and/or servicing one of every six mortgage loans in the United States. We offer home loans to consumers through the country's largest mortgage network and service more than 10 million loans for customers who either originated their loans with us or another home lender. Wells Fargo is also the nation's leading home equity lender. We serve over 1 million households with home equity lines of credit or loans that provide the funds they need to achieve their goals. With more than 150 years of home lending experience, we understand the importance of homeownership for our customers. We take a longer-term view of this business, growing it one customer at a time by making home loans achievable and sustainable. And if a customer encounters financial challenges along the way, we are there to help explore options available for achieving an affordable payment. *Home Lending Servicing* Wells Fargo Home Lending ranks as the top mortgage servicer in the nation, according to Inside Mortgage Finance. Our Servicing organization services mortgage loans and home equity products for more than 12 million customers - that's one in every six mortgage loans in the United States and approximately $1.8 trillion of loans. *The Role* This role will be responsible for leading customer service operations for the Wells Fargo Home Lending Servicing Organization. It will be critical that this position work closely with other lines of business including Home Lending Production, Servicing, Consumer Lending Group and Corporate Leaders, as well as have a close partnership with Risk Management and Compliance. Product knowledge or background in Service for Home Mortgage and Home Equity products and support is strongly preferred. Specifically, this leader will: * Create a high performing culture across the organization; leading by example to motivate an energized, engaged team to work with customers to help them resolve their financial issues with the best service experience as possible. * Provide strategic leadership of the development and execution of servicing strategies; including influencing the business leaders to move in new directions. * Analyze service standards, markets and customer trends, and emerging issues to develop appropriate strategy enhancements. * Be an exceptional leader and developer of high performing leaders to meet or exceed business goals. * Collaborate with other senior business leaders to accomplish goals, manage implementation efforts and resolve complex problems or inquiries. * Provide oversight to ensure strict compliance with government regulations and internal policies and procedures. * Possess excellent written and verbal communication skills and the ability to present complex ideas in a straight forward and understandable manner. * Effectively lead change across the organization. * Effectively manage recourse capacity and expenses. * Contribute value in strategic and business management decisions across the end to end servicing functions. *The Team* This executive will be responsible for leading teams in a multi-site environment with approximately 300-700 team members across three geographically dispersed locations. * The Candidate* The successful candidate will work closely with other Senior Managers across Home Lending and the Enterprise in the execution of "One Wells Fargo" servicing strategies. This leader must have a capacity for detail and the ability to strategically recognize risk and patterns to quickly adapt and lead the right change. Leadership and credibility will be determining factors in selection. Successful candidates will be articulate and possess a demonstrated leadership capability; they will have strong inter-personal effectiveness. This executive must be an exceptional leader and will be recognized for accomplishments related to hiring, retaining, and developing a world-class diverse leadership team and staff. Required Qualifications: * 10+ years of management experience in a customer service environment Desired Qualifications: * Intermediate Microsoft Office skills * Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives * Excellent verbal, written, and interpersonal communication skills * Ability to articulate complex concepts in a clear manner * Ability to build successful relationships and influence across organizations at multiple levels, while driving results * This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents. * Ability to travel up to 40% of the time Job Expectations: * This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents. * Ability to travel up to 40% of the time How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANT_NW/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&FOCUS=Applicant&SiteId=1&JobOpeningId=5318456&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.