40960BR
Research/Remediation Supv 1
Operations
Manila
Philippines
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website.
Market 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
Detects early stage fraud by reviewing, verifying and identifying customer transactions.
About the Role
Responsible for supervising staff providing customer service for both internal and external customers. May manage and research escalation function and/or a larger, more complex group. Supervise workflow and quality of representatives, overseeing resolution to complex calls. Working with management team to identify problems, communicating company policy, procedures and practices .Making employment decisions and setting performance standards.Training and coaching staff. Conducting performance evaluations, performing financial, product and/or business case analysis and completing projects as assigned.
Job Description:
Leads and
Manages a team of RRAs (Research Remediation Analyst) in the execution of business operations involved in the processing of credit card disputes/claims (i.e. taking calls, processing disputes, researching, investigating and resolving dispute cases.)
Provides necessary action items, coaching, mentoring, monitoring and assistance to ensure that all metrics are met and or exceeded by the team members.
Provide positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
Handles escalation from RRAs as exercising discernment on whether or not the individuals are capable of handling complex customer calls. Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.
Prepares reports on team level performance and cross checks this with their overall metrics for the account / program.
Motivates and inspires agent to perform better by formulating and implementing regular team activities.
Manages the queue and controls of the abandoned calls by utilizing available equipment and resources.
Coordinating the pre-screen and interview process during the hiring, as needed .
Handling different work streams to support LOB engagement, process controls and continuous improvement.
Attends recurring meetings
AdHoc tasks as needed
Market Skills and Certifications
Qualifications:
Graduate of a Bachelor's Degree for external / Completed at least 2nd year College (Bachelor’s Degree) or finished a 2 to 3 year Associate Degree course for internal applicants
4+ years of experience in customer service or financial campaign
With experience as people manager in the BPO industry
Flexible to work shifting schedule/s
Amenable to work in Taguig City
Leadership Expectations at Wells Fargo
As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Region
APAC
Location
Metro Manila
