Lead Customer Service Representative

About This Role

Wells Fargo is seeking a Lead Customer Service Representative.

In This Role, You Will

• Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team
• Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact
• Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation
• Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives
• Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams
• Provide guidance and subject matter expertise to Customer Service Representatives on managing the day to day administration
• Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best in class customer experience
  
  

• 6+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  
  

• Completed 2nd year in College (Bachelors Degree) or finished a 2- or 3-year Associate Degree Program
• At least 3+ years of Customer Service and Sales Experience
• At least 2+ years in a financial service and/or call center
• Strong knowledge and understanding or bank policies, procedures, and systems.
• Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues
• Excellent verbal, written, and interpersonal communications skill
• Amenable to work on a permanent night shift and rotation schedule
• Amenable to onsite reporting in Five Neo Building 31st Street BGC Taguig City