Phone Banker 1
Wells Fargo
Manila Philippines
5d ago

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, Business Services, Risk Services and Knowledge Services.

EGS operates in Manila, Philippines and in Hyderabad, Bengaluru and Chennai in India. Learn more about EGS at our International Careers website.

Department Overview

The Business Services team across locations provides processing and voice support and to enable a follow-the-sun delivery model for Wells Fargo that would help us service our customers faster.

Business Services teams perform bank operation processes across divisions of WF Home Lending, Wholesale Ops, Wealth & Investment Management (WIM), PVSI & Community banking.

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

Responsibilities

  • 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

  • Completed 2nd year in College (without back subject)
  • At least 2 years voice experience handling US program
  • 6 months experience in financial institution or portfolio
  • Must pass Versant exam
  • With experience being measured on Customer Service Satisfaction (CSAT)
  • Demonstrate ability to utilize negotiation skills, overcome objections, exude confidence in handling disputes, and work in a fast-paced environment
  • Must be amenable to working night shift and shifting schedules
  • Must be amenable to work in Taguig
  • 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.

    APAC

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