Collector Team Lead
Wells Fargo
Manila
15d ago

About Wells Fargo

Wells Fargo & Company (NYSE : WFC) is a diversified, community-based financial services company with $2.0 trillion in assets.

Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.

com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy.

With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No.

25 on Fortune’s 2017 rankings of America’s largest corporations. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially.

News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

About the Role :

The objective of a Collections Team Lead is to assist our customers be financially stable by providing payment options that will help their accounts be current.

Specialists are empowered to provide specific payment programs to negotiate for full payment or create terms of payment with customers.

Specialists should adhere to operational, procedural, and regulatory laws and processes.

Responsibilities

Responsible for responding to escalated inquiries and complaints on the most complex products / services and / or from premier customers

Resolves highly complex problems or escalation on customer issues, inquiries and complaints

Has higher level of decision making authority when working accounts

Understands State and Federal regulations pertaining to the Banking Industry

Communicates with other departments, managers or vendors to resolve customer issues

Provides assistance, one-on-one feedback, coaching on performance, training on policies and procedures, audits thru side or remote monitoring or remote monitoring

Ensures the unit’s work is completed on time and accurately by planning, coordinating and monitoring the daily activities

May assist with compiling data, reports trends, and process improvement projects

Internal only : Interested team members must have at least 12 months tenure in current role and not under current Corrective Action .

Team members should inform their manager prior application for career coaching and consultation on how the position you have applied fits in your career development plan

Team members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance driven culture which firmly establishes those disciplines as critical to the success of our customers and company.

They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions.

There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Market Skills and Certifications

  • At least 4 years collections experience
  • 1+ year experience in financial institution or portfolio
  • Mentoring and / or coaching experience is required
  • Completed 2nd year in College (without back subject)
  • Has passion for resolving account delinquencies and customer issues while providing great customer experience
  • Must be amenable to working night shift and shifting schedules
  • Must be amenable to work in Taguig
  • APAC

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