About this role:
Wells Fargo is seeking to hire Senior Customer Service Representatives. The role responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
In this role, you will:
- Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team
- Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
- Perform complex customer support tasks
- Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
- Interact with immediate team and communicate with other departments
- Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
- Perform research to resolve complex customer problems
- Recommend areas needing improvement
- Interact with internal and external customers
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- 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, education
- Must have completed at least (2) years of college education (no back subjects); Completed an Associate degree
- Over (4) years professional experience in Customer Service, Financial Services or Contact Center experience, with knowledge and understanding of foreign and domestic wire transfers processing
- Must have professional experience on Payments & Investigations, and Reconciliation, required.
- Excellent verbal, written, and interpersonal communication
- Ability to research problems, analyze data, escalate, or recommend potential solutions
- Ability to coordinate completion of multiple tasks and meet established service level agreements
- Good PC skills with the aptitude to learn new systems quickly
- Intermediate Microsoft Office (Word, Excel, and Outlook) skills Ability to provide strong customer service while actively listening and responding in an appropriate manner
- Strong data entry and attention to detail skills
- Amenable to work full-time onsite
- Amenable to work during Saturdays
- Amenable to work on shifting schedule (including night shift), local holiday
- Amenable to work in Five/NEO, BGC, Taguig City
- Research and respond to telephone, fax, or other inquiries and investigations from internal and external customers in a timely manner.
- Prepare and maintain a record of all inquiries and investigations.
- Investigate and research more complex data and problems by gathering and analyzing appropriate information.
- Partner with appropriate resources to seek out solutions to problems.
- Research and resolve problems within established department timeframes.
- Perform duties and assignments within established timeframes, ensuring proper follow-up and completion.
- Communicate resolution to the appropriate party in a timely manner
21 Aug 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.