Senior Escalations Representative GPL - WellsOne Fraud

About This Role

Wells Fargo is seeking a Senior Escalations Representative and be part of Global Payments & Liquidity (GPL). The role is responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.

In This Role, You Will

• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Respond independently to complaints escalated at the highest level
• Interact with internal and external customers to resolve their issues
• Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
  
  

• 4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  
  

• Applicants must have completed (2) years of college education, any field
• Excellent English communication skills, verbal and written
• Strong experience in fraud prevention, chargeback process and Visa or Mastercard rules, an advantage
• At least four (4) years professional experience in Customer Service in a BPO work environment support Financial Services, voice support, preferably
  
  

• Applicants must be amenable to work on night or US shift, Monday - Friday (weekend off)
• Applicants must be amenable to work onsite, 5/NEO, BGC, Taguig City
• Currently, the team works on TEMPORARY hybrid set-up, 3x onsite and 2x WFH
• Applicants must be amenable to work during PH holidays