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Customer Service Representative

2 months ago

Metro Manila, Philippines Wells Fargo Philippines Full time

About this role:

Wells Fargo is seeking a Customer Service Representative.


In this role, you will:

Support financial products and services Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first call resolution Perform moderately complex customer support tasks Receive direction from customer service supervisor and escalate non-routine questions Interact with customer service team on complex customer issues Provide training on policies and procedures, and provide guidance to less experienced individuals, as well as internal and external customers

Required Qualifications:

2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education


Desired Qualifications:

Completed at least 2 years of tertiary education At least 2 years of experience in Customer Service Experience in a financial campaign is an advantage but is not required Experience in Wealth and Investment Management is an advantage but is not required Strong communication skills Amenable to work on a night shift schedule, follow US holidays, and observe an onsite work set-up (5NEO).


Job Expectations:

Responsible for responding to routine inquiries and complaints from internal and external customers regarding financial products and services. Duties include: processing routine to complex transactions on-line, researching and resolving routine to moderately complex problems and inquiries and referring difficult problems to more senior representatives. Duties may also include: cross-sell or refer products, account maintenance, report generation, and project work.

Responsible for responding to routine inquiries and complaints from internal and external customers regarding financial products and services. Duties include: processing routine to complex transactions on-line, researching and resolving routine to moderately complex problems and inquiries and referring difficult problems to more senior representatives. Duties may also include: cross-sell or refer products, account maintenance, report generation, and project work.

Posting End Date: 22 Sep 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.