Customer Service Representative GPL - WellsOne Fraud

About This Role

Wells Fargo is seeking to hire Customer Service Representatives 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

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions
  
  

• 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
  
  

• Must have completed at least two years of college education, 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
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted