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Wells Fargo Customer Service Manager Philippines, Caloocan 53856775
In this role, you will:
Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
Interpret and develop standards and goals for customer service
Collaborate and consult with more experienced management, internal partners, relationship managers, and colleagues to ensure customer satisfaction
Interact directly with external customers
Manage allocation of people and financial resources for customer service
Mentor and guide talent development of direct reports and assist in hiring talent
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
2+ years of leadership experience
Desired Qualifications:
At least 2 years of people management experience
Knowledge and understanding of foreign and domestic wire transfers processing, experience in International Funds Transfer, SWIFT, Federal Reserve Wire Transfer Payments, Foreign Exchange Payments
Excellent verbal, written, and interpersonal communication skills
Basic Microsoft Office skills
Strong attention to detail and accuracy skills
Ability to work effectively in a team environment
Ability to work independently and provide support on flexible hours/working days
Demonstrated leadership and interpersonal skills
Well organized, proactive, constructive and capable to motivate teamwork
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Strong attention to detail and accuracy skills
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
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:
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.
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