securities ops Service spec 3Wells Fargo

Market Job Description
"Estate Call Support caters to two lines of service namely Estate Service (Full Service) and Wellstrade Estate Service (WT Service).
These service lines answer questions/ queries from front office personnel (Full Service) and for external clients (WT Service) and provide information and paperwork needed to process death claims for IRA and Non-IRA accounts.
This team also handles inquiries regarding IRA divorce processing and how to submit requests for Account Valuations.
The Securities Operations Service Specialist 3 (SOSS3) position is within the WIM Brokerage Operations - Estate Processing Department, part of Client Onboarding and Account Services Group at Wells Fargo Advisors."
Should be willing/flexible to work in rotational shifts and night shifts. High customer service excellence. High empathy, tolerance and patience. Moderate to high multitasking skills.
"Voice Support (Inbound)
Full Service (Estate Service):
Walkthrough the Financial advisors and Client associates (FA/CA) in submitting and processing a death claim for IRA and NON_IRA accounts they handle.
Explain policies, procedures and provides information on required documents and how to submit them related to processing a death claim and move / transfer assets from deceased account to the beneficiaries account.
Educate FA / CA on how to submit service requests / journals in Smart Station related to death claim processing or divorce policy.
Provides status or reason for reject of SRs submitted by FA/CAs as well as SLAs and turn around times.
Also assists FA / CA in divorce processing for IRA accounts and account valuations
Escalates cases as necessary for further research, investigation, error correction, expedites, etc."
"VOICE SUPPORT (Outbound)
Initiates outbound calls to External and Internal Clients as necessary to continue the inbound call interaction or provide updates and follow up on he issue/concern.
"
Provide high customer service excellence with high empathy, emotional tolerance and patience to callers on heightened sense of emotion as we will work on clients with deceased family members/ relatives. Moderate to high multitasking skills.
Provide excellent Call Experience with all Inbound and Outbound calls thru professional, courteous, and Timely handling of concerns
Promotes a high standard of work quality (from call interaction to keen documentation) thru effective use of the Quality Guidelines to meet given goal.
Have a high sense of commitment to 100% adherence to the given schedule
Have a strong sense of intergrity and abides by the company code of conduct.
Expected to comply and Adapt to all program updates on Policies and Procedures
Ensure call tracking in all calls received
Timely completion of Compliance Courses, receive coaching and attend team meetings and trainings.
Find opportunities to improve current process and participate in transfromation, innovation and continuous improvement and self development.
Perform delegated functions to be assigned by Team Lead or Manager
Market Skills and Certifications
Minimum: Completed 2nd year in College (Bachelor's Degree course) / Completed 2 or 3 year Associate Degree courses
Desired: Graduate of Banking and Finance or any related courses
4 years total work experience
Relevant Work Experience: At least 3 years of working experience in the BPO/Contact Center industry - Voice Inbound Campaign / Program
Highly skilled with problem solving, analytical skills and numerical skills. High empathy and emotional tolerance.
Job Family
Operations
Region
APAC
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.
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.
Wells Fargo

Metro Manila
Permanent
Full-time