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Lead Customer Service Representative, WellsOne Service Delivery

2 months ago

Metro Manila, Philippines Wells Fargo Philippines Full time

About this role:

Wells Fargo is seeking to hire a Lead Customer Service Representative (Team Leader). Covers jobs 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 management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams Provide guidance and subject matter expertise to Customer Service Representatives on managing the day to day administration Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best in class customer experience


Required Qualifications:

6+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education


Desired Qualifications:

Must have completed two (2) years of college education, any degree. Must have at least two (2) years professional experience on people management, required. Must have at least six (6) years professional experience in Customer Service with focus on Banking or Financial operations - Credit Cards, Disputes, Fraud. Excellent English communication skills, written and verbal. Proficient in MS Office applications (Excel, PPT, Outlook, etc.), a strong advantage.


Job Expectations:

Must be willing to work on shifting schedule, day and mid shifts. Must be willing to work during weekends, local holidays. The role requires the resource to work full-time onsite, 5/NEO, BGC, Taguig City. Will take on escalation calls from clients. Assist L1 - L2 frontlines on a day-to-day basis, assist in facilitating product training.

Posting End Date: 5 Oct 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.