Customer Service Representative, GPL- Dual Verification (Back-Office Support)

About this role:

Wells Fargo is seeking a Customer Service Representative (Dual Verification) who will be responsible for reviewing and validating assigned cases to ensure required information is complete, accurate, and consistent across supporting documentation. The role requires strong attention to detail, critical thinking, and effective communication to identify discrepancies, determine appropriate case disposition, and coordinate with internal partners through case resolution.

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:

• Completed at least two (2) years of college education with no back subjects.
• At least two (2) years of professional customer service experience supporting a banking or financial services program/account.
• Excellent written English communication skills.
• Experience in back-office support, case review, verification, or similar operational functions.
• Strong attention to detail and critical-thinking skills, with the ability to identify missing, incomplete, or inconsistent information.
  

Job Expectations:

• Must be amenable to working a night-shift schedule, Monday through Friday, with weekends off.
• Must be willing to work full-time onsite at Five Neo, BGC, Taguig City.
• Must be amenable to working on Philippine holidays, based on business requirements.
• Must be able to attend and complete the full duration of the required training period.
• Must be willing to work additional hours as needed based on business requirements.

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.