Job Information
Wells Fargo Lead Customer Service Representative in Taguig City, Philippines
About this role:
Wells Fargo is seeking a Lead Customer Service Representative. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.
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
Required Qualifications:
- 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, military experience, education​
Desired Qualifications:
Ability to effectively listen and elicit information
Excellent verbal, written, and interpersonal communication skills
Basic Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Knowledge and understanding of foreign and domestic wire transfers processing
Knowledge and understanding of financial services or call center environment
Strong attention to detail and accuracy skills
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Customer service focus with the ability to respond to requests in a timely manner
Ability to follow policies, procedures, and regulations
Strong organizational, multi-tasking, and prioritizing skills
Ability to take on a high level of responsibility, initiative, and accountability.
Flexibility towards shifts
Onsite working
Posting End Date:
30 Mar 2025
*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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.
Req Number: R-439507