Team Leader
Wells Fargo
Manila, Metro Manila
2d ago

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

About the Department

Contact center for checking accounts, savings accounts and debit card assistance. Common transactions include deposit availability (checks), declined transactions and unauthorized transactions

About the Role

The Phone Banker 4 provides support to multiple banker by responding to escalations and is responsible for coaching on opportunities as necessary.

Responsibilities :

  • Handles escalated and unresolved calls from less experienced bankers and provides direction and coaching on sales opportunities as needed to meet defined sales, productivity and performance goals.
  • Assists supervisor / manager with management of the daily activities of a group of representatives who have clearly defined goals and quotas including cross-sell, product referrals and profit.
  • Recognizes and recommends areas needing improvement.
  • Responsible for coaching and supporting bankers to achieve individual goals, team goals, and sales, productivity and performance goals.
  • May assist in scheduling and coordination of team activities.
  • Requires extensive knowledge of the organization, products, and / or services.
  • Engaging new hires by meeting weekly while in training, listening to calls, introducing them to fellow team members, coordinating welcoming activities, facilitating transition to the floor team
  • Reviewing online information and related bulletins to stay current on all policy and procedural changes
  • Market Skills and Certifications

    Essential Qualifications :

  • Completed at least 2nd year in college (Bachelor’s Degree course) or finished 2-3 year Associate Degree course
  • Extensive knowledge and understanding of banking processes, compliance, products, and services
  • Must be fluent in speaking both Spanish and English
  • 3+ years of customer service and sales experience
  • 2+ years in a financial services and / or call center
  • Flexible to work on any schedule
  • Amenable to work in McKinley Hill, Taguig Ciy
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