About this role:

Wells Fargo is seeking to hire a Customer Service Representative to be part of our Global Payment & Liquidity (GPL) operations. The role is 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:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions

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

Desired Qualifications:

• Must have completed at least two (2) years of college education, required.
• Proven experience in email-based customer service, outbound support, or business client management within an international bank or financial institution.
• Excellent written communication skills, with the ability to convey complex banking information clearly and professionally.
• Preferably with experience and understanding on CSAT / NPS
• Strong understanding of banking products and services, including corporate accounts, international wire transfers, and business banking solutions.
• Proficiency in CRM software, email management tools, and ticketing systems is an advantage.
• Must be willing to take calls from clients, this is a voice support
• Proficient in MS Office applications

Job Expectations:

• Amenable to work on night shift, weekend off.
• Must be willing to work full-time onsite, 5/Neo, BGC, Taguig City.
• Engage with business clients via email and call to address inquiries, provide updates, and resolve concerns.
• Responsible for assisting different operations groups with resolving issues, contacting the customer to obtain information, and notifying the customer of a processing issue through variety of channels.
• Ensure all email communications meet the bank’s compliance, security, and quality standards.
• Serve as the primary point of contact for assigned business clients, offering personalized service and tailored banking solutions.
• Assist clients with account management, international transactions, corporate banking services, and policy clarifications.
• Must be amenable to work during local holidays
• 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

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

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