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Lead Customer Service Representative

About this role:

Wells Fargo is seeking a Lead Customer Service Representative.

We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.


In this role, you will:

  • Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team
  • Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact
  • Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation
  • Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives
  • Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams
  • Provide guidance and subject matter expertise to Customer Service Representatives on managing the day to day administration
  • Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best in class customer experience


Required Qualifications:

  • 6+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education


Desired Qualifications:

  • 6+ years of experience in Financial Services, Contact Center or Customer Service experience


Job Expectations:

  • Must be flexible with the work schedule. May be assigned to work on night shift/ shifting schedules, split rest days, weekends and holidays depending on the business need.
  • Must be amenable to work onsite in Taguig City

Posting End Date: 

27 Jul 2024

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

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: 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.

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.


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