Customer Service specialist licensedWells Fargo

About this role:
Wells Fargo is looking for Customer Service Specialist Licensed for Investment Contact Center - Trade Services team.
In this role, you will:
Participate in supporting internal and external customers by providing a variety of support services in account management, operations, documentation, customer service and technical support and identify opportunity for process improvements within Customer Service- Licensed
Review and analyze less complex product or service information, and exercise independent judgment to guide operational efficiencies, quality and compliance
Present recommendations for resolving more complex situations and exercise independent judgment while developing expertise in the policies, procedures and compliance requirements
Collaborate and consult with colleagues, internal partners and stakeholders
Provide guidance to less experienced staff
Required Qualifications, International:
Experience in Customer Service- Licensed or equivalent demonstrated through one or a combination of the following: work experience, training, and education
Desired Qualifications:
Completed at least 2 years of tertiary education
At least 3 years of experience in brokerage or trading services
At least 2 years of experience as a Team Lead; or 5 years of experience as a Subject matter Expert
Active FINRA Series 7 and 63
Amenable to work on shifting schedules
Job Expectations:
Responsible for servicing Trade Services clients through leading a team of Trade Service Reps as Team Lead. Trains, coaches and directs the daily workflow of less experienced staff, resolving routine issues and escalated problems, acting a back-up to the trade services managers; actively provides input to managers on team member performance and recommendations relative to salary, corrective actions, employment and promotion for less experienced staff. Also responsible for assisting phone queue if needed to meet SLA.
Resolve the most complex escalation items such as; research of client issues, inquiries and complaints from clients and trade reviews. Communicates with other departments or managers to resolve client issues. Responsible for providing assistance to less experienced representatives, providing one-on-one feedback, coaching and mentoring on performance , training on policies ad procedures, new or enhanced services and/or procedural changes; reviewing the work of and providing guidance to less experienced representatives. Reviews data and reports trends to management. responsible for the operational duties of supervisory position and project work.
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, or status as a protected veteran.
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.
Wells Fargo

Taguig City, Metro Manila
Permanent
Full-time