Customer Service Representative

About this role:

Wells Fargo is seeking a Customer Service Representative to join the ACH Origination Investigations team. This role is responsible for conducting investigations and resolving customer inquiries related to ACH Origination transactions through a voice-based support environment.

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

Required Qualifications:

• 1+ year of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Experience in customer service, banking operations, payments operations, fraud investigations, or financial services
• Handle inbound and outbound customer calls related to payment research, inquiries, and investigations while providing timely and accurate resolution to customer concerns

Desired Qualifications:

• At least 2 years of experience handling ACH payments, electronic funds transfers, payment investigations, or transaction processing

Job Expectations:

• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Amenable to a permanent night shift schedule
• Must be willing to report onsite at Five Neo Building 31st Street BGC Taguig City

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees 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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.