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.
About Wells Fargo India
& Philippines Wells Fargo India & Philippines (WFI&P) enables global talent capabilities for Wells Fargo & Company, by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. WFI&P operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about WFI&P at our International Careers website.
Market Job Description
The Home Lending Customer Service (HL CS) team provides support to customers through voice and non-voice channels. These services vary from simple inquiries about home loans, account management, payments, loan modifications to as complex as rate modifications, line application and management, wealth and handling escalations.
About the Role
This role is responsible for Supervising teams comprising Customer Service Representatives responding to routine inquiries and complaints from internal and external customers regarding financial products and services for English and Spanish queue.
Support in process expansion, staffing, and new hire training.
Take a lead role in developing and implementing best practices.
Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures.
Develop metrics to measure growth and performance of the department.
Interface with India and US based managers on production, quality and security guidelines.
Conduct performance reviews for assigned Customer Service Representatives.
Assist the Manager- Operations in smooth transitioning of work to WFIS. Resolve escalated problems, communicating information orally or in writing to customers, other departments and/or senior management.
Market Skills and Certifications
Bachelor's Degree 1 year experience in a people manager role 3 year Bilingual Spanish Customer Service or Financial Services experience in a BPO/Call Center environment Flexible to work during night shift, holidays and weekends Flexible to work from home and work onsite based on business need and pandemic situation
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.
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