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

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 Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that employees have the tools and training necessary for success.

About the Role

(Also known internally as Research/Remediation Supv 2)
Responsible for supervising staff, providing resolution and customer service for both internal and external customers. May manage research and escalation function and/or a larger, more complex group. Duties may include supervising workflow and quality of representatives, overseeing resolution to complex calls. Work with management team to identify problems and improve customer service levels, interfacing with other Bank departments/vendors to resolve problems, communicating company policy, procedures and practices, making employment decisions and setting performance standards, training and coaching staff, conducting performance evaluations, performing financial, product and/or business case analysis and completing projects as assigned.


  • Leads and manages a team of RRAs (Research Remediation Analyst) in the execution of Research and Remediation activities.
  • Provides necessary action items, coaching, mentoring, monitoring and assistance to ensure that all financial metrics are met and or exceeded by the team members.
  • Provide positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
  • Handles escalation from RRAs as exercising discernment on whether or not the individuals are capable of handling complex or difficult scenarios. Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex or difficult scenarios.
  • Prepares reports on team level performance and cross checks this with their overall metrics for the account / program.
  • Motivates and inspires agent to perform better by formulating and implementing regular team activities.
  • Coordinating the pre-screen and interview process during the hiring, as needed

Market Skills and Certifications

Essential Qualifications

  • 5+ years of experience in a financial services environment; or 4+ years of experience in experience in one or a combination of the following: financial services administration, underwriting, claims resolution or quality assurance
  • College Graduate (4 years)
  • At least 2 years of people manager experience
  • Must possess excellent customer service SSkills, negotiation and coaching Skills
  • Have been part or led a project within the process
  • 1+ years' general remediation research and/or execution experience
  • Knowledge and understanding of consumer related remediation policy, process, and procedures
  • Knowledge with SVP and ITOP
Shift/Job Location
  • 9:00PM to 6:00PM
  • Taguig City, Philippines

Leadership Expectations at Wells Fargo

As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

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. 65733


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 committed to hiring and retaining military veterans, veterans with disabilities, National Guard, Reservists, and Military Spouses.

As a Wells Fargo employee, 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 Connection Employee Resource Group, 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 Let’s talk about turning your military experience into a great civilian career.

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