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Ray, Phone Bank Supervisor

Name: Ray
Start Date: January 2001
Current Position: Phone Bank Supervisor
Location: Lubbock, TX
Education: High School Diploma and South Plains College

What do you do in your role?
I supervise a team of 17 Phone Bankers. I try to maintain the numbers we generate from the Phone Bank. I provide feedback and coaching to my bankers to help them achieve their sales goals. When they meet their sales goals, they make a quarterly incentive bonus. Not only does it drive the center’s numbers up, it puts money in the pockets of the bankers.

How did you find your job?
I read an article about the Phone Bank in the local newspaper. I’d never heard of what a phone bank is. I asked around, called in, and I got the position. Before this, I was a retail manager, so I did a lot of face-to-face selling. So it was kind of different to sell by telephone, using only your voice.

What was your path to becoming a supervisor?
I was a Phone Banker, then I was promoted to a Banker Coach (Phone Banker 2), where I helped new hires learn the systems, deal with customers, meet their sales goals. After that I was promoted to Operations Specialist. Two years ago I got promoted to my current role.

What do you like about your job?
I like the aggressive sales goals, trying to meet those goals. It’s a team effort. When you try to do something as a team, you have different bankers with different perspectives on how to do things, and we learn from each other.

Are there any accomplishments you take special pride in?
I’m really proud to be part of the bilingual queue. I was one of the people who helped start it, about three years ago. Before, each team would have a handful of bilingual bankers; instead, we got all the bilingual bankers together to form one team. We’re a very close-knit group. We take a lot of pride in what we do. We’re very competitive with each other, but we know the queue comes first. That’s what makes us successful.

What do you like about working at Wells Fargo?
The employees, their opinions count. It doesn’t matter if you’re a Phone Banker, a Phone Bank supervisor; your opinion counts at Wells Fargo.
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