דרושים Senior Escalations Representative- Spanish Bilingual September Class ב-Wells Fargo ב-Philippines, Caloocan

About this role:

• Wells Fargo is hiring for Customer Service Representative to support our WellsOne Service Delivery under Global Payments & Liquidity (GPL) group.

In this role, you will:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions

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 2 years of college education, any course
• At least two (2) years professional experience in a BPO work environment; Customer Service handling financial program, front-office support (voice)
• With experience working on credit card transactions, or similar
• Essential computer skills including Outlook, MS Excel, MS Word, and SharePoint
• Excellent English communication skills, verbal

Job Expectations:

• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted
• Attention to detail and accuracy
• Strong written and oral communication skills
• Demonstrated organizational skills
• Amenable to work on shifting schedule, including night shift
• Amenable to work in Five NEO, BGC, Taguig City
• Amenable to work full-time onsite
• Amenable to work weekends, PH holidays
  

Wells Fargo Recruitment and Hiring Requirements:

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

In this role, you will:

• Perform various operational tasks on complex securities that require general knowledge of unit functions and systems
• Support securities operations
• Identify ways to improve the overall process
• Perform moderately complex duties such as processing, researching inquires and reconciling transactions
• Review time sensitive documents
• Receive direction from supervisor and coordinate situations involving other departments
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Required Qualifications:

• 2+ years of Securities Operations experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Completed 2nd year in college (bachelor’s degree course) or associate degree
• Extensive working experience (voice and back-office support) in the BPO/Contact Center financial account or Financial Services industry
• Preferred background in securities operations (e.g trade processing, trade booking, brokerage services, derivatives, fixed income, etc
• Wiling to work on permanent night shift schedule that follow US holidays
• Amenable to 100% onsite reporting in Five/Neo Building 31st Street Bonifacio Global Taguig City

Wells Fargo Recruitment and Hiring Requirements:

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

In this role, you will:

• Lead support functions or operations for multiple business groups and contribute to large scale strategic initiatives
• Ensure efficiency, quality, cost effectiveness of solutions, and pipeline management relating to assigned operations
• Research moderately complex business, operational, and strategic initiatives that require analytical skills, basic knowledge of organizational strategy and Business Execution, and understanding of international business
• Work independently to make recommendations for support function by providing support and leadership
• Assist in the planning and execution of a variety of programs and initiatives that may include risk mitigation, efficiency, and customer experience
• Collaborate and consult with team leaders in developing project plans, policies and procedures
• Provide leadership in management of relationships and implementation of programs, services, and initiatives with cross functional business partners

Required Qualifications:

• 4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Strong analytical skills with high attention to detail and accuracy Business Continuity and Operational Risk Knowledge.
• Strong time management skills and ability to meet deadlines
• Ability to work effectively, as well as independently, in a team environment
• Ability to develop partnerships with other business and functional areas
• Effective communication with Business Groups (i.e. excellent verbal, written, and interpersonal communication skills)
• Work typically involves close visual acuity on a computer to access, read and analyze the data in order to record data validation and/or establish credible challenge

Job Expectations:

• The candidate must be willing to work 5:00PM - 02:00AM Manila

• Willingness to work outside of normal hours as and when required as incident will require immediate attention

• Amenable to onsite reporting in Five/Neo Building BGC Taguig City

Wells Fargo Recruitment and Hiring Requirements:

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

In this role, you will:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions

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:

• Must have at least two (2) years of professional experience in Customer Service supporting a Banking / Financial account in a BPO work environment, required
• Must be willing to take calls from clients, this is a voice support
• Excellent English communication skills
• Proficient in MS Office applications

Job Expectations:

• Must work on-site at the location posted, Five/Neo, BGC, Taguig City
• Must be amenable to work during night / US shift, fixed weekend off
• Must be amenable to work during local holidays
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted
• Shifting and rotation schedule

Wells Fargo Recruitment and Hiring Requirements:

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

In this role, you will:

• Perform various operational tasks on complex securities that require general knowledge of unit functions and systems
• Support securities operations
• Identify ways to improve the overall process
• Perform moderately complex duties such as processing, researching inquires and reconciling transactions
• Review time sensitive documents
• Receive direction from supervisor and coordinate situations involving other departments
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Required Qualifications:

• 2+ years of Securities Operations experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• At least completed 2nd year in college all units or Graduate of Bachelor/Associate degree in any course
• Strong customer service experience (voice support) in the BPO/Contact Center. Advantage for financial account or financial services industry experience
• Amenable to voice support role (inbound calls)
• Wiling to work on permanent night shift schedule that follow US holidays
• Amenable to 100% onsite reporting in Five/Neo Building 31st Street Bonifacio Global Taguig City

Wells Fargo Recruitment and Hiring Requirements:

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

In this role, you will:

• Perform various operational tasks on complex securities that require general knowledge of unit functions and systems
• Support securities operations
• Identify ways to improve the overall process
• Perform moderately complex duties such as processing, researching inquires and reconciling transactions
• Review time sensitive documents
• Receive direction from supervisor and coordinate situations involving other departments
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Required Qualifications:

• 2+ years of Securities Operations experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• At least completed 2nd year in college all units or Graduate of Bachelor/Associate degree in any course
• Strong customer service experience (voice support) in the BPO/Contact Center. Advantage for financial account or financial services industry experience
• Amenable to voice support role (inbound calls)
• Wiling to work on permanent night shift schedule that follow US holidays
• Amenable to 100% onsite reporting in Five/Neo Building 31st Street Bonifacio Global Taguig City

Wells Fargo Recruitment and Hiring Requirements:

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

In this role, you will:

• Identify ways to improve internal and external electronic communications while ensuring compliance with internal company policies, applicable laws and regulations
• Perform routine reviews for various types of electronic communications on a daily basis to identify if the communication meets policy requirements
• Receive direction from management and escalate questions and issues to more experienced roles
• Interact with Supervisory Control teams and refer to management on escalation items that may be out of compliance

Required Qualifications:

• 6+ months of Supervisory Control experience, or equivalent demonstrated through one or a combination of the following: work experience, training or education

Desired Qualifications:

• Experience in content moderation, quality assurance or compliance
• Good communication skills
• Basic understanding of FINRA concepts and processes

Job Expectations:

• Willing to work US hours
• Willing to work onsite (BGC office)

Wells Fargo Recruitment and Hiring Requirements:

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