Market Job Description
About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Operations, Risk Services and Knowledge Services.
EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.
About the role
Phone Banker’s primary responsibility is to respond to routine to complex inquiries and complaints from customers regarding financial products and services, while promoting a positive phone banking experience.
Phone Bankers serve customers by phone, email and letter.
Supports the following business lines : Consumer Service, Consumer Sales, Premier Banking, Credit Card Customer Service, the National Business Banking Center, Online Customer Service, and Home Equity Service.
Phone Bankers spends nearly 100% of his / her time on the phone answering questions for Wells Fargo customers. An excellent Phone Banker will be able to handle 100-
120 calls per day while maintaining a high level of customer satisfaction. It involves overcoming customers' banking concerns, which can include some escalated issues
Phone Bankers are expected to offer products and services and achieve aggressive goals, which are measured daily. Our best bankers thrive on customer interaction and never miss an opportunity to enhance the customer's relationship with Wells Fargo by marketing new products and services.
They always handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries
The Phone Banker is responsible in answering inquiries, resolving problems, promotes and sells products and services. Has clearly defined productivity and sales goals / quotas which may include cross-
sell, product referrals and profit.
Responsible for responding to routine to complex inquiries and complaints from customers regarding financial products and services
Assesses customer needs and promotes / suggests alternative products or services
Requires basic computer skills including the ability to navigate multiple windows and applications and utilize search tools to find information
Market Skills and Certifications
At least 2 years of tertiary education
At least two years of working experience as a Customer Service Representative (or similar) in a BPO environment
Excellent communications skills
Preferably, has handled a customer survey driven account
Preferably, has handled a financial campaign
Willing to work in the night shift
Willing to work in McKinley Hill, 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.