Responsible for providing customer service to a portfolio of bank customers, sharing leadership role with relationship managers.
Primary servicing responsibility for Philippines customers but will cover other geographies subject to business requirement.
This is an individual contributor role
Independently, proactively and effectively manage customer issues, monitors overdrafts, confirms additional source of funds and partners with office management in decision-making process.
Evaluate profitability and risk of designated portfolio.; Monitor accounts, portfolios and loan bookings to assure compliance with regulatory and company requirements.
Communicates regulatory and company requirements, tracks compliance and reports / escalates identified issues for resolution.
Assist with customer onboarding, due diligence and other associated risk management matters where required.
Act as the customers’ main point of contact for operational questions.
Manages "owning the customer experience" approach and effectively executes on all standard protocols regarding interactions with customers.
Conducts customer courtesy calls, by phone, promote relationship building and a positive customer experience during customer interactions and, where appropriate, identify cross-sell opportunities.
Provide the same standard of customer care to our internal team members, who may in turn be servicing Wells Fargo’s financial institution customers in various countries across the globe.
Serves as point of escalation for service issues when appropriate
Market Skills and Certifications
More than 10 years of customer service experience in a bank providing international payments services to financial institution clients.
Work collaboratively in a small team with a receptive attitude that allows him / her to take on additional tasks that ensure the smooth running of a small office.
Build key relationships with both internal partners and external clients.
Excellent English verbal and written communication skills.
Strong time management and prioritization, skills and ability to manage multiple assignments concurrently.
Exhibit strong attention to detail and organization.
Proficient with MS Office applications (Word, Excel & PowerPoint).
Filipino speaking, knowledge of Philippines market and financial institutions clients would be preferred.
This role is based in Singapore.
Relocation support can be provided for candidates currently locating outside of Singapore.