About Wells Fargo India & Philippines

Wells Fargo India & Philippines is a critical component of Wells Fargo's strategy to leverage distinct advantages in doing business in a global environment. Wells Fargo India & Philippines is primarily an extension of the technology, operations, and corporate support teams of Wells Fargo. It engages in application development and support, testing, other technology functions, international operations, knowledge support, and middle and back-end banking process solutions for a wide spectrum of Wells Fargo's needs. It currently has offices in Bengaluru, Chennai, Hyderabad, and Manila.

Department Overview

Wealth & Investment Management (WIM) is one of the nation's leading providers of financial and investment services in the United States. We offer a full range of products and services to meet clients' unique needs and help them achieve financial goals. Services include Brokerage, Comprehensive planning and advice, Estate planning strategies, Investment management and Private banking

About this role:

Wells Fargo is looking for Lead Customer Service Representative for Investment Contact Center group. The Investment Contact Center (ICC) provides service and support for clients across all lines of business within WIM. With approximately 7.4 million customer contacts each year, our frontline teams provide service and support to clients via phone, chat, email, and correspondence.

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, International:

• Experience in Customer Service, assessing and meeting the needs of customers or solving customer problems, financial services or contact center environment, or equivalent demonstrated through a combination of work experience.

Desired Qualifications:

• Completed 2nd year in College (Bachelor's Degree) or finished a 2 or 3 year Associate Degree Program
  4+ years of Customer Service and Sales Experience, including 2+ years in a financial service and/or call center
  Strong knowledge and understanding or bank policies, procedures, and systems.
  Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues
  Excellent verbal, written, and interpersonal communications skill

Responsible for responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers. Resolves the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing. Duties may include: communicating with other departments, managers or vendors to resolve customer issues; team lead responsibilities including providing assistance to less experienced representatives; providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes ; reviewing the work of and providing guidance to less experienced representatives. Reviews data and reports trends to management. Other duties may include: performing the operational duties of the supervisory position, cross-sell or refer product, and project work. May require certification.

Posting End Date:
17 Sep 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.

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

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