Customer Service team leadWells Fargo International

66771BR
Customer Service Team Lead
Customer Service
Manila
Philippines
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. 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.
Market Job Description
Responsible for responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers. Resolves the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing. Duties may include: communicating with other departments, managers or vendors to resolve customer issues; team lead responsibilities including providing assistance to less experienced representatives; providing one-on-one feedback, coaching and mentoring on performance, training on policies and 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. Other duties may include: performing the operational duties of the supervisory position, cross-sell or refer product, and project work. May require certification.
Market Skills and Certifications
Completed 2nd year College
2 years experience in coaching, escalations, SME in BPO / Contact Center environment
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Region
APAC
Location
Metro Manila