Customer Contact Senior Leader - Home Lending in San Antonio, Texas | DiversityInc Careers
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Customer Contact Senior Leader - Home Lending

Job Description

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 8,400 locations, 13,000 ATMs, online (, and mobile devices.

We’re headquartered in San Francisco, but we’re decentralized so every local Wells Fargo location 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 U.S. households. Wells Fargo has approximately 268,000 team members in 42 countries and territories across our more than 90 businesses.

Wells Fargo & Company was ranked No. 25 on Fortune’s 2017 rankings of America’s largest corporations. News, insights, and perspectives from Wells Fargo are available at Wells Fargo Stories

Our vision: “We want to satisfy our customers’ financial needs and help them succeed financially.”

Wells Fargo Consumer Lending

From achieving sustainable homeownership, managing credit, purchasing a car to financing college, Wells Fargo Consumer Lending cares about our customers. Today, our diversified team provides home lending, auto loans, and student loans to more than 30 million customers. Every day we focus on providing guidance, advice and tools to assist our customers with making informed decisions for selecting the right products and services to satisfy their financial needs and help them succeed financially.

Home Lending

Wells Fargo Home Lending offers home loans through the largest network of mortgage locations, bank branches, online and by phone. We lead the nation in originating, funding, and servicing residential mortgages. Working together with our business partners, we financed 1 of every 8 home loans in 2015 and currently service 1 of every 6 homes in the U.S. 

With more than 150 years of home lending experience, we understand the importance of homeownership for our customers and the communities in which we serve. We grow our business one customer at a time – making home loans achievable and sustainable and putting our customers at the center of everything we do.

 The Role

This leader will be a key member of the Customer Contact and Default Decisioning team and will focus on managing the “Home Lending” contact centers and our Email team. This role will also be responsible for participating in the enterprise efforts for Contact Center of the Future, the Contact Center Ecosystem, as well as our Contact Center effectiveness and efficiency efforts.   This role also partners closely with customer account operations, HL collections and loss mitigation teams to identify ways to improve the customer and team member experience.

In this highly visible leadership position you will direct the overall operations and the strategic direction of WFHL customer service contact centers functions. 

Responsibilities include, but are not limited to:

  • Focus on continuing to enhance customer and team member experience through innovative approaches
  • Establishment and overall achievement of customer service and related goals and objectives
  • Oversee long range strategic planning, financial and human capital management, and program development
  • Collaborate with internal partners to develop and implement relevant strategies that enhance the retention and recapture of WF customers
  • Build industry relations, communicating technologies and operational concerns through industry networking.
  • Ability to proactively identify operational risk and mitigate any potential opportunities through strong controls. 

The Candidate

In addition to the required qualifications, the successful candidate will demonstrate effectiveness in building high performing teams focused on customer and team member experience through leadership effectiveness and team member engagement; contributing to the broad WFHL strategy by living the vision and values of Wells Fargo. Leader who is optimistic and resilient.

This collaborative leader must be capable of initiating action and managing change. The role demands a persuasive, effective communicator who can partner across HL and the broader WF. .It requires a leader with strong relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement.

Required Qualifications

  • 8+ years of management experience
  • 8+ years of experience assessing and meeting the needs of customers and/or solving customer problems
  • 8+ years of experience interacting with customers

Other Desired Qualifications
  • A seasoned senior leader with at least 15+ years of increasing responsibility in leadership positions with strong customer & digital leadership experience
  • Demonstrated management experience building and leading a high performing and engaged team
  • Demonstrated experience in quantifying operational program effectiveness and identifying and implementing strategies to take the business to the next level
  • Transformational leader who can understand and leverage latest technology and tools to accelerate effectiveness and maximize efficiency
  • Disciplined operational thinker who can manage in a complex risk environment
  • Results with instilling a pervasive culture of accountability across teams and throughout the business
  • Exceptional problem solving and analytical skills with proven ability to turn findings into executable plans
  • Proven and demonstrated leadership skills including relationship building, partnering and collaboration skills with clear ability to influence, gain buy-in and negotiate with a diverse group of key business partners/stakeholders including senior management
  • Excellent written and verbal communication skills with experience presenting to senior management and ability to articulate key messages around risk, issues, customer impacts, etc.
  • Demonstrated change leadership skills with ability to lead through change impacts
  • Leadership experience for efforts that require integration of multiple technology systems, operations, or customer service processes
  • Ability to articulate complex concepts in a clear manner


  • Other Consumer Lending hubs may be considered


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.


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.