About Wells Fargo
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 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 the Group
Services credit card products VISA Signature and the American Express co-branded Propel product suite. Additionally services other credit products like secured cards, college cards and personal lines of credit
About the Role
Handles escalated and unresolved calls from less experienced bankers and provides direction and coaching on sales opportunities as needed to meet defined sales, productivity and performance goals. Assists supervisor/manager with management of the daily activities of a group of representatives who have clearly defined goals and quotas including cross-sell, product referrals and profit. Reviews data and reports trends to management. Recognizes and recommends areas needing improvement. May assist in scheduling and coordination of team activities. Requires extensive knowledge of the organization, products, and/or services
Key responsibilities will include:
- Coaching and mentoring of phone bankers, 1:1 and/or in a group setting to meet defined sales, productivity, and quality metrics
- Aiding Bankers Assisting phone bankers in resolving routine and escalated problems through research and utilization of company tools & resources
- Handling escalated and unresolved calls from less experienced bankers
- Coordinating ideas, rollout & implementation of sales or other related campaigns for team(s) while promoting contests & campaigns to build enthusiasm
- Identifying and recommending areas of opportunity to increase production and performance
- Facilitating quality assurance appeals with QA liaison on behalf of the phone banker
- Providing input to Supervisors on staff performance and conduct which includes escalating issues for resolution or corrective action as appropriate
- Performing the operational duties of the supervisory position, in the absence of the supervisor
- Engaging new hires by meeting weekly while in training, listening to calls, introducing them to fellow team members, coordinating welcoming activities, and facilitating their transition to the floor team
- Reviewing Virtual Library and related bulletins to stay current on all policy and procedural changes and reiterating those changes with the team as appropriate
- Partnering with Resource Planning to coordinate and schedule team off-phone activities
- Facilitating/co-facilitating team rallies and team meetings
- Special projects as assigned
Market Skills and Certifications
Desired Qualifications:
- Completed at least 2nd year in College or finished a 2/3 year Associate Degree course
- 3+ years of customer service and sales experience
- 6+ months experience mentoring, coaching and supporting team members with escalated customer issues and providing feedback customer service, sales and other related performance objectives
- 1+ year experience handling escalated customer concerns/issues in a professional and concise manner '- Requires broad knowledge of the organization, procedures, products and services.
- Proven ability to meet performance objectives in sales, service and compliance
- Ability to work well with team members and all levels of management - Basic MS office proficiency to include: Word, Excel, Outlook, PowerPoint
- Able to multi task and can work shifting schedules
- Fluent in oral and written English
- Requires intermediate computer skills including the ability to navigate multiple windows and applications and utilize search tools to find information
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. |
