Wells Fargo Escalations Associate Manager 

Philippines, Caloocan 

486009175

In this role, you will:

• Supervise functional area comprised of specialists, team leaders, and first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and services
• Make employment decisions and set performance standards
• Identify opportunities for developing and monitoring service standards and goals in Customer Care functional area
• Make daily supervisory decisions and resolve issues related to internal and external client complaints under direction of Customer Care management
• Leverage interpretation of policies, procedures, and practices
• Collaborate with first line managers and team regarding escalated client inquiries or complaints
• Interact directly with internal and external customers
• Manage allocation of people and financial resources for aligned functional area
• Mentor and guide talent development of direct reports and assisting in hiring talent

Required Qualifications:

• 4+ years in customer contact within a Financial Services environment, Quality Assurance, or equivalent demonstrated through one or a combination of the following: work experience, training, education. With at least 1+ years leadership experience.

Desired Qualifications:

• Strong problem-solving skills.
• Outstanding organizational and time-management skills by working independently and multi-tasking, prioritizing, and managing pipeline effectively in a rapidly changing environment.
• Team player and enjoy supporting and achieving team goals.
• Self-starter and take pride and ownership of all tasks assigned.
• Demonstrated high integrity, tenacity, and sense of urgency with previous positions.
• Ability to work overtime, weekends and holidays if required.
• Intermediate Microsoft Office skills.
• Strong analytical skills with high attention to detail and accuracy.
• Excellent verbal, written, and interpersonal communication skills.
• Knowledge of complaints and its regulatory environment.
• Exceptionalrelationship-buildingand team collaboration skills.

Job Expectations:

• Amendable to work on shifting schedule including night shift, weekends and/or Philippine holidays; amendable to work in Taguig. Proficiency in written and verbal communications
• Customer service driven.
• Conduct in-depth research based upon Customer Complaints
• Accurate and timely capture and input of data into various systems and applications
• Demonstrate ability to meet tight deadlines, high production success and quick turn time while maintaining high quality.
• Understanding of the production environment requirements
• Adhere to all aspects of the production related procedures to ensure all internal controls are followed.
• Escalate any problems resolving exceptions, issues, or delays in a timely manner.
• Resolve operational and process exceptions in accordance with departmental policies and procedures, with guidance.
• Monitor various email boxes and decision requests based on certain business criteria.
• Manage multiple complaints concurrently and effectively.
• Ensure all information in written documents is consistent with our brand standard, business objectives, and stylistic standards.
• Ensure final response complies with all submission requirements.
• Complete special projects as assigned.

22 Aug 2024

Wells Fargo Recruitment and Hiring Requirements:

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