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, Operations, 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 Role
Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.
ResponsibilitiesResponds 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.
Reviews 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.
Serves as an intermediary to resolve disputed matters; negotiates and enacts settlements.
Recommends standards, policies, and/or procedures to correct deficiencies.
Ensures identified risks and/or problems are clearly documented.
Make override decisions (has similar authorities as first tier supervisors); refers recommendations exceeding authority levels and/or items unable to meet resolution to management for review.
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.
At least 2 years of tertiary education
At least 2 years of working experience as a Customer Service Representative (or similar) in a BPO environment
Preferably, with experience handling a financial campaign
Preferably, with experience in fraud/disputes services
Excellent communication skills
Willing to work in shifting schedules
Willing to work in McKinley
Take the first step
Visit our Recruitment Centers:
1. Uptown: Ground floor, Uptown Cluster 2 Building, 36th Street, Uptown Bonifacio, Taguig City. Mondays through Fridays, from 11:00 a.m. to 7:00 p.m.
2. McKinley Hill: 1180 Wells Fargo Drive, McKinley Hill, Upper McKinley Road, Taguig City. Mondays through Fridays, from 11:00 a.m. to 7:00 p.m.
Please create an account in our Talent Gateway:
Important note: In the interest of a faster and easier application process, kindly bring the following documents if they are available: valid government IDs (2 primary or 4 secondary), Certificate of Employment from your 2nd to the most recent employer with your start and end date, NSO-issued birth certificate, proof of SSS, TIN, Pag-Ibig, PhilHealth, and proof of education. Thank you for your cooperation.
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