Customer Service Representative
Wells Fargo
full-time
Posted on:
Location Type: Office
Location: Taguig City • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Respond to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through phone, text, chat, video chat and other channels.
- Support customers with empathy and provide best-in-class customer experience while adhering to work guidelines, policies, and regulations.
- 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.
- Advocate for digital services such as online delivery of statements, eSign paperwork, and other digital opportunities.
- Receive direction from customer service supervisor and escalate non-routine questions.
- Engage with business clients via email and call to address inquiries, provide updates, and resolve concerns.
- Assist different operations groups with resolving issues, contacting the customer to obtain information, and notifying the customer of a processing issue through a 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.
Requirements
- 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
- 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.
- 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.
- Amenable to work on night shift; weekend off.
- Must be willing to work full-time onsite, 5/Neo, BGC, Taguig City.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicefinancial servicesemail-based customer servicebusiness client managementbanking productsinternational wire transferscorporate accountsbusiness banking solutionsCRM softwareMS Office
Soft skills
empathycommunication skillsproblem-solvingcustomer advocacyattention to detailadaptabilityteam collaborationtime managementcustomer experiencerisk management