phone banker - Customer Service RepresentativeWells Fargo

Market Job Description
Independently logs, researches, routes or responds to escalated or urgent requests regarding Life Events or complaints that are high visibility, high risk and/or regulatory in nature. Duties may include: exception processing of acknowledgement letters conducting investigative steps to identify issues and working with internal partners to resolve; identifying trends and providing feedback/reporting to appropriate party; uploading of the company response to a customer facing Regulatory Portal which requires special handling and/or imaging/uploading documentation to other repositories as required; reviewing new correspondence and existing cases to identify related issues; establishing case files or redirecting requests to the applicable business group; mitigating risk by identifying key information and ensuring compliance guidelines are met; logging requests or complaints; reviewing incoming correspondence from customers, attorneys, third parties or regulatory/governmental representatives and other agencies; performing intake to determine appropriate course of action; performing research and reviewing existing cases to identify related issues.
Qualifications:
1+ years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution
1+ years of experience interacting with people or customers;
Customer service driven
Proficiency in written and verbal communications
Conduct in-depth research based upon Customer Complaints
Accurate and timely capture and input of data into various systems and applications
Responsible for completing all assigned tasks accurately and within the defined processing time frame
Understanding of the production environment requirements
Adhere to all aspects of the production related procedures to ensure all internal controls are followed
Escalate any problems resolving exceptions, issues or delays in a timely manner to Supervisor/Team Lead, as applicable
Resolve operational and process exceptions in accordance with departmental policies and procedures, with guidance
Monitor various email boxes and decision requests based on certain business criteria
Manage multiple complaints concurrently and effectively
Ensure all information in written documents is consistent with our brand standard, business objectives, and stylistic standards
Ensure final response complies with all submission requirements
Complete special projects as assigned
Amendable to work on shifting schedule including night shift, weekends and/or Philippine holidays;
Amendable to work in McKinley Hill, Taguig.