דרושים Customer Service Manager ב-Wells Fargo ב-Philippines, Maypajo

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 2 years of College (no back subject) or its equivalent.

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

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 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

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 seek 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
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Regularly receive direction from supervisor and escalate questions and issues to more senior employees
• Interact with team on basic information, plus internal or external customers

Required Qualifications:

• 6+ months 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

Required Qualifications for Europe, Middle East & Africa only:

• N/A - Role not eligible outside the Philippines

Desired Qualifications:

• Graduate of any Banking and Finance, Management, Communication Arts, Commerce, Mathematics and other related courses
• Excellent English communication skills

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

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:

• Experience in contact center handling English and Spanish calls.

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 (Taguig)

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 seek 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
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Regularly receive direction from supervisor and escalate questions and issues to more senior employees
• Interact with team on basic information, plus internal or external customers

Required Qualifications:

• 6+ months 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:

• Experience in contact center handling English and Spanish calls.

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 (Taguig)

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 seek 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
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Regularly receive direction from supervisor and escalate questions and issues to more senior employees
• Interact with team on basic information, plus internal or external customers

Required Qualifications:

• 6+ months 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:

• 6+ months of Customer Service, Financial Services or Contact Center experience
• At least 2 years of college education

Job Expectations:

• Must be flexible with the work schedule. May be assigned to work on night shift/ shifting schedules, split rest days, weekends and holidays depending on business need.
• 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

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:

• Manage and develop teams of individual contributors and managers in roles with moderate work complexity and risk in the Operations functional area
• Work with more experienced management to develop and execute business strategies
• Identify and recommend opportunities for process improvement and risk control development within the Operations functional area
• Develop and implement business unit strategies
• Provide expertise for technical, operational and processing functions related to business unit
• Determine appropriate strategy and actions of Operation management functional team to meet moderate to high risk deliverables
• Interpret and develop policies and procedures for functions with moderate complexity within scope of responsibility across business lines or functional areas
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Engage and influence stakeholders, internal partners and peers associated with the function or affected by its outcomes
• Manage allocation of people and financial resources for Operations
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 6+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience

Desired Qualifications:

• 6+ years of Lending experience with 5+ years of managing Credit Underwriting function at scale
• 3+ years of people management experience
• In depth understanding of Home Lending processes, Mortgage production: Origination, Applications, Processing, Underwriting, Closing and Funding
• Candidate having underwriter credit authority in the past is preferred
• College graduate
• Amenable to work on US shift or night shift

Job Expectations:

• Manage and develop a team of multiple US Residential Underwriting, Processing, Closing teams while ensuring successful planning, integration, impasse resolution, and measurement of operations with moderate to high complexity and visibility
• Engage functional leaders to obtain resources, influence outcomes, address conflict, and ensure alignment with Wells Fargo's policies and business line objectives
• Identify potential risks when implementing change along with developing mitigation strategies and plans
• Interpret procedures and processes, and provide leadership to strategize and execute a variety of programs, services, and initiatives that are significant in scope, complexity, and risk
• Collaborate with and influence functional business partners, leaders, and executive management to provide support and drive strategic initiatives for the business
• Develop and guide a culture of talent development to meet business objectives and strategy
• Lead initiatives for HLO Retail Production team
• Engage LOB partners at a strategic level for Underwriting and HLO Retail
• Manage on-going account relationships
• Conceptualize, agree and drive strategies to add value to the business
• Provides leadership in the integration / implementation of programs / services / initiatives with cross functional business partners, recognizing the significance of competing priorities and strategies and adjusting as necessary
• Interacts with leadership and stakeholders in India and Stateside to establish strategic plans and objectives for program management
• To build and structure a comprehensive organizational design
• Handle critical and complex manufacturing tasks as part of the fulfillment transformation model
• Provide insights and assist leaders in building effective process metrics
• Manage Business Initiatives and series of programs associated with business strategies to obtain benefits and controls
• Responsible for leading project teams and managing all activities in project life cycle across multiple departments within Retail Line of Business
• Works with users to understand complex problems and focuses on bringing issues to resolution, escalating as necessary to meet timelines
• Develops metrics and evaluates performance of processes, programs, and initiatives
• Make decisions and resolve issues related to business operations under direction of the Underwriting management
• Ability to understand data, identify gaps and generate timely alerts to reduce / eliminate gaps / risks
• Proactively engage with internal bank stakeholders, third parties, settlement agents via telephone to gather necessary information, documentation, clarify information & resolve underwriting conditions
• Ability to conduct clear and customer centric telephone conversations to explain underwriting decisions, documentation requirements and next steps in the mortgage process
• Collaborate cross functionally with Underwriting, Processing, Closing & Sales teams for seamless communication and customer satisfaction

Wells Fargo Recruitment and Hiring Requirements:

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