Customer Service Representative - Global Payments & Liquidity, NSG Customer Outreach

About this role:

Wells Fargo is seeking a Customer Service Representative to join the Global Payments & Liquidity National Servicing Group (NSG) - Outreach team. In this role, you will support business clients through end-to-end case management and customer outreach, primarily through email with phone support as needed. You will research and resolve payment, transaction, and account-related inquiries, coordinate with internal operations teams, obtain information needed to resolve cases, and provide customers with timely updates and resolutions. The role also ensures that customer communications meet applicable compliance, security, and quality standards.

In this role, you will:

• Manage inbound customer interactions across multiple channels, resolving a broad range of inquiries and service requests
• Apply product and service knowledge to assess customer needs and deliver accurate, effective solutions
• Assess and resolve moderately complex customer issues with accuracy and efficiency
• Adhere to processes, policies, and regulatory requirements while ensuring consistent and compliant service delivery
• Navigate multiple systems efficiently to research, document, and complete customer transactions in real time
• Promote adoption of digital capabilities by educating customers on self-service tools and alternative servicing options
• Collaborate with internal partners to manage escalations, resolve customer concerns, and support service delivery
• Contribute to continuous improvement efforts that enhance customer experience and operational effectiveness

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

Desired Qualifications:

• Experience in banking, financial services, payments, or a related financial environment is desired.
• Experience providing business-to-business (B2B) customer service or support, including communicating with business or corporate clients, is desired.
• Demonstrated ability to deliver exceptional customer service through active listening, identifying customer needs, effective communication, and customer-focused problem solving to resolve inquiries and build customer relationships
• Experience working in a fast-paced, high-volume, metric-driven environment while maintaining accuracy, professionalism, quality, and a commitment to first-contact resolution
• Proven ability to research issues, evaluate solutions, and independently resolve customer concerns in a timely manner providing a positive experience
• Strong capability to interact effectively with customers, business partners, and team members
• Demonstrated ability to navigate multiple systems, applications, and search tools simultaneously while maintaining accuracy and adherence to policies, procedures, and regulatory requirements
• Experience collaborating across teams to resolve customer issues, manage escalations, and deliver positive customer outcomes while adapting to changing priorities and business needs
• Demonstrated resilience, accountability, and adaptability when managing changing priorities, customer needs, and challenging situations
• Problem analysis and resolution skills
• Intermediate Microsoft Office skills preferably knowledgeable in Excel.
• Excellent verbal, written, and interpersonal communication skills preferably knowledgeable in email writing.
• Effective organizational, multi-tasking, and prioritizing skills.

Job Expectations:

• Must be amenable to working on a night shift with weekends off
• Must be willing to work full-time onsite
• Must be willing to work during PH holiday
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work onsite at the location posted

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.

c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.