Customer Service Associate Manager GPL - WellsOne Fraud

About This Role

Wells Fargo is seeking to hire for Customer Service Associate Manager (AVP) for Global Payment & Liquidity to support our Fraud Operations. The role is responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

In This Role, You Will

• Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
• Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
• Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
• Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction
• Interact directly with external customers
• Manage allocation of people and financial resources for customer service
• Mentor and guide talent development of direct reports and assist in hiring talent
  
  

• 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of leadership experience
  
  

• College graduate, any field
• 2+ years of Customer Service, Financial Services or Contact Center experience, Banking Operations: Credit Cards, Processing payments, maintenance items for Commercial Card clients
• Strong experience in fraud prevention, chargeback process and Visa or Mastercard rules, preferred
• Excellent English communication skills, verbal and written
  
  

• Applicants must be amenable to work on US or night shift, Mon - Friday, weekend off
• Applicants must be amenable to work onsite, 5/NEO, BGC, Taguig
• Applicants must be amenable to work during PH holiday