Branch Product Support Representative, Banker Connection

Wells Fargo

Branch Product Support Representative providing tailored support for branch employees in customer transactions and operations. Delivering exceptional internal customer experience in a hybrid work environment.

Posted 6/18/2026full-timeTaguig City • 🇵🇭 PhilippinesJuniorWebsite

About the role

Key responsibilities & impact

Support Branch Product Support and seek ways to improve processes within established procedures
Support branch employees and internal business partners by delivering exceptional internal customer experience while taking inbound calls;
Provide expertise, resources, and procedural support to internal partners, enabling them to make recommendations on products and services that best align to the customer's needs.
Perform moderately complex customer support tasks to include consumer branch policy and procedure review with a focus on accuracy and risk mitigation
Receive direction from leaders and escalate non-routine questions while developing the knowledge to understand function, policies, procedures, and compliance requirements.
Interact with immediate team on less complex information as well as internal customers, primarily branch employees, to deliver first contact resolution and support for critical transactions.
Regularly receive direction from supervisor and escalate questions and issues to more experienced roles.
Establish, develop, and maintain positive business relationships with internal partners.
Perform routine administrative, transactional, operational, and customer support tasks.
Deliver first contact resolution for critical transactions that may include wire transactions, fiduciary account and owner creation/maintenance, official bank check reviews, and special account questions and maintenance, seeking guidance from more experienced peers when necessary.
Proactively provide feedback to time sensitive requests related to outages, issues, and updates.
Provides recommendations and information needed to update policies and procedures.

Requirements

What you’ll need

1+ year of Branch or Customer Service support experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Must have completed at least two (2) years of college education, any field
At least 1+ year pf professional experience in Customer Service in a Financial Services, Shared Services, and/or BPO work environment
Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues
Knowledge and understanding of systems resource systems and applications
Strong ability to quickly analyze and troubleshoot complex issues and communicate solutions in fast paced, high demand, environment
Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
Outstanding problem solving and decision-making skills
Strong organizational, multi-tasking, and prioritizing skills
Experience interacting positively with difficult or irate customers
Excellent English communication skills, verbal, written, and interpersonal communication skills.
Ability to achieve high production and quality standards
Ability to work effectively in structured but flexible, adaptable and changing, call center environment

Benefits

Comp & perks

Hybrid work schedule

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicetransaction processingresearchproblem solvingdecision makingrisk mitigationpolicy reviewfirst contact resolutionwire transactionsaccount maintenance

Soft Skills

organizational skillsmulti-taskingprioritizingcommunication skillsinterpersonal skillsadaptabilityflexibilitycustomer focusrelationship buildingtroubleshooting