Customer Service Representative, Wires Services Customer Support

About this role:

Wells Fargo is seeking a Customer Service Representative, Wires Services Customer Support. 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.

• Covers jobs responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
• Late Return Claims, Work Assigning/Case Creation, LOIs, Trace Fraud Filter, ACH Returns, ACH Research, Legal Order Queries, Escalations/Complaints, Phone Inquiries, Perfect Receivables, GL, WSUD Requests, Contests, Returns/Fraud Filter Secondary Reviews.

In this role, you will:

• Support financial products and services
• Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first call resolution
• Perform moderately complex customer support tasks
• Receive direction from customer service supervisor and escalate non-routine questions
• Interact with customer service team on complex customer issues
• Provide training on policies and procedures, and provide guidance to less experienced individuals, as well as internal and external customers

Required Qualifications:

• Two (2) years’ experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, education.

Desired Qualifications:

• College graduate
• Two (2) years of Customer Service, Financial Services or Contact Center experience. Knowledge and understanding of foreign and domestic wire transfers processing
• Excellent verbal, written, and interpersonal communication
• Ability to research problems, analyze data, escalate, or recommend potential solutions
• Ability to coordinate completion of multiple tasks and meet established service level agreements
• Good PC skills with the aptitude to learn new systems quickly
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills Ability to provide strong customer service while actively listening and responding in an appropriate manner
• Strong data entry and attention to detail skills
• Amenable to work on shifting schedule including night shift, Monday – Friday
• Amenable to work full-time onsite in Five/NEO, BGC, Taguig City
• Amenable to work during local holiday

Job Expectations:

• Research and respond to telephone, fax, or other inquiries and investigations from internal and external customers in a timely manner.
• Prepare and maintain a record of all inquiries and investigations.
• Investigate and research more complex data and problems by gathering and analyzing appropriate information.
• Partner with appropriate resources to seek out solutions to problems.
• Research and resolve problems within established department timeframes.
• Perform duties and assignments within established timeframes, ensuring proper follow-up and completion.
• Communicate resolution to the appropriate party in a timely manner

Posting End Date: 

31 Oct 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.

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.

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