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Wells Fargo Customer Service Manager Philippines, Caloocan 850457302
In this role, you will:
Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team
Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact.
Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation.
Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives
Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams
Provide guidance and subject matter expertise to Customer Service Representatives on managing the day-to-day administration.
Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best-in-class customer experience
Required Qualifications:
4+ years of leadership experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
12+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems.
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.
Flexibility towards shifts
Onsite Working
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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