Wells Fargo Senior Customer Service Representative 

Philippines, Caloocan 

194467780

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.

Job Expectations: