Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
About Wells Fargo Philippines Wells Fargo Philippines enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics. We operate in Taguig City, Metro Manila. About the Department The Enterprise Complaints Management Office (ECMO) has the accountability of driving consistency in our complaint management across the lines of business, aligning standards with regulatory requirements, and significantly improving reporting and root cause analysis all with the goal of enhancing the customer experience. The Organization is responsible for consistently adhering to the requirement established in the Complaints Management Policy, Complaints Taxonomy, and also complying operations in a consistent and standard process, building operational risk controls, providing root cause analysis of complaints and owning and maintaining the Enterprise, Complaints Management Platform (ECMP)
Responsibilities:
(Internally known as Exec Office Case Specialist 1)
Independently logs, researches, routes or responds to escalated or urgent requests regarding Life Events or complaints that are high visibility, high risk and/or regulatory in nature.
Duties may include:
Exception processing of acknowledgement letters conducting investigative steps to identify issues and working with internal partners to resolve;
Identifying trends and providing feedback/reporting to appropriate party;
Uploading of Wells Fargo response to a customer facing Regulatory Portal which requires special handling and/or imaging/uploading documentation to other repositories as required;
Reviewing new correspondence and existing cases to identify related issues;
Establishing case files or redirecting requests to the applicable business group;
Mitigating risk by identifying key information and ensuring compliance guidelines are met;
Logging requests or complaints;
Reviewing incoming correspondence from customers, attorneys, third parties or regulatory/governmental representatives and other agencies;
Performing intake to determine appropriate course of action;
Performing research and reviewing existing cases to identify related issues.
Market Skills and Certifications
Essential Qualifications
Candidate have at least 2 years of College Education
Must have 1+ years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution;
Must have 1+ years of experience interacting with people or customers;
Amendable to work on shifting schedule including night shift, weekends and/or Philippine holidays; amendable to work in McKinley Hill, Taguig.
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo
