Senior Customer Service Representative

About this role: Wells Fargo is seeking a Senior Customer Service Representative. In this role, you will: Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact Perform complex customer support tasks Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals Interact with immediate team and communicate with other departments Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints Perform research to resolve complex customer problems Recommend areas needing improvement Interact with internal and external customers Required Qualifications: 4 years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, education Desired Qualifications: Extensive customer service experience in BPO/Contact Center financial campaign or Financial Services industry Preferred background in securities operations (e.g. trade processing, trade booking, brokerage services, derivatives, fixed income, etc Amenable to voice support (inbound calls) Amenable to work on a permanent night shift with separate team working on weekend and weekdays schedule Amenable to onsite reporting in Five Neo Building 31st Street BGC Taguig City Job Expectations: Educate client with our policies and procedures per transaction and submit requests and forms thru email Helps client with basic troubleshooting steps, password reset, online enrollment and website navigation Answer account inquiries, debit card maintenance, check reorder/photocopies, and money movement Responsible for responding to inquiries and complaints on more complex products/services and/or from premier customers. Duties may include: resolving complex inquiries and complaints from internal and external customers and upon escalation; processing complex transactions on-line; performing extensive research to resolve the complex customer problems; providing guidance and assistance to less experienced representatives either on the spot and/or via telephone; providing training on policies and procedures, new or enhanced services and/or procedural changes. May also cross-sell or refer products, review data and report trends to management, and project work, Posting End Date: 21 Feb 2025 *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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 34 on Fortune’s 2024 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.