About this role:
Wells Fargo is seeking a Senior Customer Service Representative.
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:
- 2+ years of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Bilingual speaking proficiency in Spanish/ English
- Experience in customer service, banking operations, payments operations, fraud investigations, or financial services
- Handle inbound and outbound customer calls related to payment research, inquiries, and investigations while providing timely and accurate resolution to customer concerns
- Knowledge and understanding of foreign and domestic wire transfers processing
- Knowledge and understanding of financial services or call center environment
Desired Qualifications:
- 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
- Customer service focus with the ability to respond to requests in a timely manner
- 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.
Job Expectations:
- Ability to work a permanent night shift schedule supporting US business hours
- Ability to work a hybrid schedule
- Flexibility to work overtime and occasional weekends as needed to support business and operational readiness activities
- Must be willing to report at Five Neo Building 31st Street BGC Taguig City
Posting End Date:
30 Dec 2026
*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.
c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.
