Wells Fargo Senior Customer Service Representative 

Philippines, Caloocan 

683558128

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, education

Desired Qualifications:

• Extensive customer service experience in BPO/Contact Center financial campaign or Financial Services industry
• Preferred background in securities operations (e.g. trade processing, trade booking, brokerage services, derivatives, fixed income, etc
• Amenable to voice support (inbound calls)
• Amenable to work on a permanent night shift with separate team working on weekend and weekdays schedule
• Amenable to onsite reporting in Five Neo Building 31st Street BGC Taguig City

Job Expectations:

• Educate client with our policies and procedures per transaction and submit requests and forms thru email
• Helps client with basic troubleshooting steps, password reset, online enrollment and website navigation
• Answer account inquiries, debit card maintenance, check reorder/photocopies, and money movement

21 Feb 2025

Wells Fargo Recruitment and Hiring Requirements:

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