About Wells Fargo Philippines
Wells Fargo Philippinesenables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics.
We operate in Taguig City, Metro Manila.
About the role
Functions evaluated may cover one or more of the following areas : underwriting, regulatory compliance, fraud, fair lending, and servicing.
Performs voice function
Responds to and researches and resolves escalated inquiries and complaints requiring special handling and that may have been forwarded by management committee members, agencies, and / or senior business leaders.
This may include a review of in-process, closed or cancelled single loan / credit exceptions, applications, claims, files and / or on-line transactions, etc.
individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms / conditions, insurer guidelines, investor requirements and / or government regulations or to perform remediation activities.
Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc.
creating correspondence as needed, processing complex and / or corrective transactions on-line (including monetary and non-monetary actions).
Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution / negotiation of sensitive and / or time-critical matters.
May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements.
Recommend standards, policies, and / or procedures to correct deficiencies.
Ensures identified risks and / or problems are clearly documented.
Other duties may include : project work to identify / implement process improvements, performance of ongoing reviews as needed.
May generate reports and summarize results.
Typically performs team leadership and provides work direction.
Market Skills and Certifications
Completed 2 years of tertiary education with at least 1 year contact center experience
Graduates of any 4 year course without experience are welcome to apply. Open to Industry Shifters.
Required to take an Online Exam(Versant).
Basic computer skills including the ability to navigate multiple windows and applications and utilize search tools to find information.
Ability to work shifting schedules.
Ability to work during weekends and holidays.
Ability to work in McKinley Hill, Taguig (internal shuttle service to and from key point areas are available).