Makati,

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 30 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


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.


About the Department
The Enterprise Complaints Management Office (ECMO) has the accountability of driving consistency in our complaint management across the lines of business, aligning standards with regulatory requirements, and significantly improving reporting and root cause analysis all with the goal of enhancing the customer experience.


The Organization is responsible for consistently adhering to the requirement established in the Complaints Management Policy, Complaints Taxonomy, and also complying operations in a consistent and standard process, building operational risk controls, providing root cause analysis of complaints and owning and maintaining the Enterprise, Complaints Management Platform (ECMP)

Responsibilities:



(Also know internally as
Complaints/EO Team Lead 2)
  • Manages daily pipeline, provides guidance to less experience team members with interpreting and understanding complex investor/regulatory requirements and policies.
  • Responsible for supporting management in the day-to-day supervision of a Production Support team. Duties may include:
  • Providing guidance to less experienced representatives;
    • Assigning cases to complaint team members;
    • Training on policies and procedures, new or enhanced services and/or procedural changes;
    • Managing daily schedules;
    • Providing work direction to team members;
    • Reviewing work and providing one-on-one feedback, coaching and mentoring on performance;
    • Providing input into team member performance;
    • Evaluating processes/ procedures to ensure business standards are followed and meet company and government guidelines;
    • Acting as a backup to manager; participating in special projects as assigned.


Market Skills and Certifications


Essential Qualifications

  • Candidate must possess a Bachelor's Degree in any program.
  • Must have at least 6 to 8 years of financial services experience in contact center or global in house center supporting in fraud, collections, customer service, credit bureau, or UDAAP related processes
  • Must have leadership experience in coaching to exceed departmental objectives.
  • Experienced in resolving and working through escalated and complex customer issues.
  • Ability to provide exceptional customer satisfaction to retain and deepen customer banking relationships.
  • Candidates must have excellent communication and customer service skills
  • Interested applicants must be amenable to work on a rotating shift including night shift, in McKinley Hill, BGC, Taguig City


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.

Makati,

At Wells Fargo, we’ve been proudly supporting military veterans and their families for more than 170 years.

We value the leadership, discipline, and skills you’ve gained through your service to our country and recognize the contributions our veteran team members bring to the table. We’re so committed to hiring and retaining military veterans, veterans with disabilities, National Guard members, and Reservists that we’ve made it our goal is to employ 20,000 veterans by 2020.

As a Wells Fargo team member, you’ll find a work culture that is team-oriented, collaborative, structured, and challenging. We support veterans transitioning from military service with a variety of job options, confidential resources, educational information, and career guidance. You may choose to join our Veteran’s Team Member Network, a group of thousands who share an interest in veterans’ matters, and that promotes greater awareness and job development within the veteran community. To learn more about opportunities at our company, please visit wellsfargojobs.com/military. Let’s talk about turning your military experience into a great civilian career.

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