Customer Service Representative, Global Payments & Liquidity - Technical Support

About this role:

Wells Fargo is seeking a Customer Service Representative to provide technical systems support for Global Payments & Liquidity (GPL) clients, focusing on moderate to complex e-commerce and Treasury Management products. Act as the first point of contact for routine technical inquiries, including system status, connectivity, and application workflows. Troubleshoot and restore product functionality using various tools and applications. Serve as a liaison between clients and internal Wells Fargo teams (Client Services, Sales, Relationship Management, Technology) to ensure timely and effective resolution of technical issues.

In addition, the role will support clients across various communication channels, address and document customer inquiries and complaints, promote available digital services, and escalate non-routine or complex concerns as appropriate. The representative is expected to follow established policies and procedures while providing an empathetic, accurate, and positive customer experience.

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:

• Associate or bachelor’s degree in any Information Technology-related course, preferred.
• Basic understanding of computer and internet usage
• Proven experience in IT support, customer service, financial services, or contact center environments.
• 1+ year of hands-on expertise in IT technical support or e-commerce application support or application development.
• 1+ year of direct end-user support or customer service experience, delivering high-quality assistance and issue resolution.
• Ability to navigate Windows and Mac Operating Systems (OS)
• Basic troubleshooting skills of hardware/software.
• Familiarity with networking concepts (IP addresses, Wi-Fi setup).
• Ability to perform system administrator installation, configuration, and basic troubleshooting of standard applications to ensure optimal system performance and user productivity.
• Familiarity on basic functions of smartphone and tablet functions, including device setup, connectivity, application usage, and troubleshooting.
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Must be amenable to working any assigned shift, which may start at 8:00 PM, 10:00 PM, or 12:00 AM, based on business needs.
• Must be amenable to working during Philippine holidays, as the team observes the U.S. holiday calendar.
• Must be amenable to working onsite at Five/NEO, BGC, Taguig City.
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed

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.