Customer Service Representative, GPL - National Servicing Group

Customer Service Representative

Wells Fargo is seeking to hire a Customer Service Representative to be part of our Global Payment & Liquidity (GPL) operations. The role is 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.

In this role, you will:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions

Required Qualifications:

• 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Must have completed at least two (2) years of college education, required.
• Proven experience in email-based customer service, outbound support, or business client management within an international bank or financial institution.
• Excellent written communication skills, with the ability to convey complex banking information clearly and professionally.
• Preferably with experience and understanding on CSAT / NPS
• Strong understanding of banking products and services, including corporate accounts, international wire transfers, and business banking solutions.
• Proficiency in CRM software, email management tools, and ticketing systems is an advantage.
• Must be willing to take calls from clients, this is a voice support
• Proficient in MS Office applications

Job Expectations:

• Amenable to work on night shift, weekend off.
• Must be willing to work full-time onsite, 5/Neo, BGC, Taguig City.
• Engage with business clients via email and call to address inquiries, provide updates, and resolve concerns.
• Responsible for assisting different operations groups with resolving issues, contacting the customer to obtain information, and notifying the customer of a processing issue through variety of channels.
• Ensure all email communications meet the bank's compliance, security, and quality standards.
• Serve as the primary point of contact for assigned business clients, offering personalized service and tailored banking solutions.
• Assist clients with account management, international transactions, corporate banking services, and policy clarifications.
• Must be amenable to work during local holidays
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted