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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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Phone Bank Team Lead

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Job ID 57969BR

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 30 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

About Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.

About the Department

Contact center for checking accounts, savings accounts and debit card assistance. Common transactions include deposit availability (checks), declined transactions and unauthorized transactions

About the Role

The Phone Banker 4 provides support to multiple banker by responding to escalations and is responsible for coaching on opportunities as necessary.


  • Handles escalated and unresolved calls from less experienced bankers and provides direction and coaching on sales opportunities as needed to meet defined sales, productivity and performance goals.
  • Assists supervisor/manager with management of the daily activities of a group of representatives who have clearly defined goals and quotas including cross-sell, product referrals and profit.
  • Recognizes and recommends areas needing improvement.
  • Responsible for coaching and supporting bankers to achieve individual goals, team goals, and sales, productivity and performance goals.
  • May assist in scheduling and coordination of team activities.
  • Requires extensive knowledge of the organization, products, and/or services.
  • Engaging new hires by meeting weekly while in training, listening to calls, introducing them to fellow team members, coordinating welcoming activities, facilitating transition to the floor team
  • Reviewing online information and related bulletins to stay current on all policy and procedural changes

Market Skills and Certifications

Essential Qualifications:
  • Completed at least 2nd year in college (Bachelor’s Degree course) or finished 2-3 year Associate Degree course
  • Extensive knowledge and understanding of banking processes, compliance, products, and services
  • 3+ years of customer service and sales experience
  • 2+ years in a financial services and/or call center
  • Flexible to work on any schedule
  • Amenable to work in McKinley Hill, Taguig Ciy

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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