Processing of application will be done over the phone and online. About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website. About Wells Fargo Philippines Wells Fargo Philippines enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics. We operate in Taguig City, Metro Manila. Department Overview The Business Services team across locations provides processing and voice support and to enable a follow-the-sun delivery model for Wells Fargo that would help us service our customers faster. Business Services teams perform bank operation processes across divisions of WF Home Lending, Wholesale Ops, Wealth & Investment Management (WIM), PVSI & Community banking. About the role Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing. Responsibilities Responds to and researches and resolves escalated inquiries and complaints requiring special handling and that may have been forwarded by management committee members, agencies, and/or senior business leaders. This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, etc., individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities. Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions). Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters. May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements. Essential Qualifications At least 2 years of tertiary education At least 2 years of working experience as a Customer Service Representative (or similar) in a BPO environment Preferably, with experience handling a financial campaign Preferably, with experience in fraud/disputes services Excellent communication skills Willing to work in shifting schedules Willing to work in McKinley, Taguig City We also have open positions for Customer Service Representative roles. At least High School Graduate or above Minimum 1-year experience of voice customer service supporting a US client in a contact center environment Benefits Overview Competitive Compensation (Global In House Company/Global Capability Center) 15% night differential pay for those who are eligible Retirement Plan Medical coverage plus free dependent on first day of employment Life Insurance Paid time-off and sick leave with option to cash-out or carry over unused paid time-off Merit-based compensation or Pay-for-performance Tuition Fee Reimbursement Program Wellness Programs In-house fitness center with personal trainer Sleeping quarters Shuttle service to and from key point areas Free parking space and provision for bike racks State-of-the-art-building facilities - Basketball and Tennis courts, Olympic sized track, amphitheater, karaoke rooms, onsite food options like Seattle's Best, Barrio Fiesta, Fruitas, Potato Corner, Hen Lin and more
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