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.
Purpose of the Role
This position assists customers, via telephone, by answering questions, resolving problems and cross-selling products; uses a computer for data entry, retrieving account information and accessing scripts;
handles calls that are a level above routine inquiries and may require special action.
Responsible for providing customer service to a portfolio of bank customers, sharing leadership role with relationship managers.
Focus primarily on a group of designated Vietnam-based customers, but with the skills and flexibility to cover customers in other geographies as required.
Independently and proactively handle customer issues, monitors overdrafts, confirms additional source of funds and partners with office management in decision making process.
Evaluate profitability and risk of designated portfolio; monitor accounts, portfolios and loan bookings to assure compliance with regulatory and company requirements.
Communicates regulatory and company requirements, tracks compliance and reports / escalates identified issues for resolution.
Assist with customer onboarding, due diligence and other associated risk management matters where required.
Act as the customers’ main point of contact for operational questions.
Manages "owning the customer experience" approach and effectively executes on all standard protocols regarding interactions with customers.
Conducts customer courtesy calls, by phone and in-person, to build relationships and identify cross-sell opportunities.
Provide the same standard of customer care to our internal team members, who may in turn be servicing Wells Fargo’s financial institution customers in various countries across the globe.
Market Skills and Certifications
University degree in Banking, Finance or related discipline.
Five years’ experience as a Customer Service in banking or financial services industry, preferably in a call center environment.
Strong English communication skills.
Good knowledge of financial products and services and the ability to respond to complex inquiries while working under general guidance.
Problem solving skills in identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions;
using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
Detail oriented in accomplishing tasks by considering all areas involved; showing concern for all aspects of the job; accurately checking processes and tasks.
Initiative and proactive, taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required.
Teamwork in developing and using collaborative relationships to facilitate the accomplishment of work goals. Actively participating as a member of a team to move the team toward the completion of goals.
Team members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance driven culture which firmly establishes those disciplines as critical to the success of our customers and company.
They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions.
There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.