Wells Fargo Customer Service Associate Manager Global 

Philippines, Caloocan 

460068703

About this role:

Wells Fargo is seeking to hire a Customer Service Associate Manager. The role responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

In this role, you will:

• Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
• Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
• Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
• Collaborate and consult with 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:

• 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.
• 1+ years of leadership experience

Desired Qualifications:

• College graduate
• Must have professional experience in Case Management operations and Account Management
• Must have business acumen in managing email and voice support operations in a BPO work environment
• Preferably with knowledge on ServiceView

Job Expectations:

• Amenable to work on night shift, weekend off
• The business observes US holidays
• Amenable to work full-time onsite, 5/Neo, BGC, Taguig City
• Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

29 Apr 2025

Wells Fargo Recruitment and Hiring Requirements:

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