Phone Banker 1
Wells Fargo
Manila Philippines
9d 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 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
  • APAC

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