Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. 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.
Market Job Description
About the Role
Leads and oversees the daily activities of a loan production or loan servicing team which is typically a single business function. Responsible for loan processing, documentation, pre-closing/closing tasks, loan servicing activities or may include underwriting. Accountable for ensuring quality customer service provided to internal/external customers. Ensures compliance with Wells Fargo, investor, legal, regulatory or business policies. Responsible for hiring, coaching, developing and supervising non-exempt production, servicing and/or administrative support staff. Develops and implements operational procedures, methods and work systems.
Leads and Manages a team of LSSs (Loan Servicing Specialist) in the execution of operational activities (i.e. taking calls, addressing customer issues/queries and others)
Provides necessary action items, coaching, mentoring, monitoring and assistance to ensure that all financial 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 LSSs 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.
Increase effectiveness of TMs and tools by recognizing opportunities for development and proactively creating process improvement strategies and structures
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.
Identify training needs and ensure team member development
Align work practices and standards with peers in the U.S. and recommends ideas to further improve the process
Lead Calibration exercises with the team
Attends recurring meetings and Ad Hoc tasks as needed
Market Skills and Certifications
College graduate / Bachelor's degree, any field
At least 3 to 5 years of relevant experience as a supervisor, coaching / managing a team.
Loan administration experience is an advantage. Experience in home mortgage is required.
Good team management skills, problem solving skills, time management skills.
Must be able to adapt to assignments quickly. Ability to manage multiple tasks under pressure. Ability to manage time and meet or exceed all deadlines.
Working knowledge of MS Excel, MS Word; Microsoft Access is preferred
Experience with MSP, Imaging and Content Management Platform (ICMP) and other mortgage related applications is preferred.
Previous Risk and/or Analytical experience is an advantage.
Demonstrate strong negotiation, communication & presentation skills.
Preferably with valid passport and US visa.
Amenable to work on the night shift, shifting schedules, and holidays.
Amenable to work in Mckinley Hill, 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.
Internal Number: 51760BR
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo