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ALERT - To ensure we continue to fulfill our role as a provider of vital services to the public, we are still hiring and continue to recruit top talent to Wells Fargo. However, we have adjusted our hiring practices due to the COVID-19 situation and the related social distancing guidelines. As a result, throughout your application process, you may be asked to connect with us virtually. We encourage you to check our job postings regularly for updates and additions.

Learn what Wells Fargo is doing during the COVID-19 crisis to support our employees and protect our customers through enhanced cleaning, social distancing in bank branches, remote work arrangements, benefit changes, and more.

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Complaints/EO Team Lead 2

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Job ID 61170BR

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Market Job Description

anages daily pipeline, provides guidance to less experience team members with interpreting and understanding complex investor/regulatory requirements and policies. Responsible for supporting management in the day-to-day supervision of a Production Support team. Duties may include: providing guidance to less experienced representatives; assigning cases to complaint team members; training on policies and procedures, new or enhanced services and/or procedural changes; managing daily schedules; providing work direction to team members; reviewing work and providing one-on-one feedback, coaching and mentoring on performance; providing input into team member performance; evaluating processes/ procedures to ensure business standards are followed and meet company and government guidelines; acting as a back-up to manager; participating in special projects as assigned.

Market Skills and Certifications

Required Qualifications: 4+ years of customer contact experience with 1+ years of financial account experience; Amendable to work on shifting schedule including night shift, weekends and/or Philippine holidays; amendable to work in McKinley Hill, 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
  • Responsible for completing all assigned tasks accurately and within the defined processing time frame
  • 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 to Supervisor and state side partners, as applicable
  • 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 projects/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

We Value Diversity

At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
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