Associate Customer Service Representative - Spanish Bilingual (Personal Loan) Job at Wells Fargo (Taguig City)

Job Description

Wells Fargo is seeking a Spanish Bilingual Associate Customer Service Representative for our Personal Loan line of business. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

Job Responsibility

Support customers and seek 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
Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations
Regularly receive direction from supervisor and escalate questions and issues to more senior employees
Interact with team on basic information, plus internal or external customers
Handle inbound customer calls for Personal Loans and Lending products, serving as the first point of contact for application generation
Accurately gather and capture customer information required for Personal Loan applications
Clearly explain the personal loan process, required documentation, and next steps to customers in both Spanish and English
Ensure complete and accurate application submission to support downstream underwriting, indexing, and decisioning processes
Adhere strictly to process controls, compliance guidelines, and quality standards
Demonstrate positive call engagement behaviors, including professionalism, empathy, and clear expectation‑setting
Meet or exceed established productivity, quality, and customer experience metrics
Proactively escalate issues, discrepancies, or process gaps when identified
Participate in required training, coaching sessions, call listening, and refresher activities to maintain Spanish language proficiency and product knowledge
Contribute to a collaborative team environment by consistently demonstrating accountability, adaptability, and openness to feedback

Requirements

6+ months 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
Bilingual proficiency in Spanish and English (verbal and written) with the ability to clearly explain loan products, requirements, and next steps to customers
Strong working knowledge or ability to quickly learn Personal Loan application requirements, including customer personal information, income/employment details, and loan purpose documentation
Demonstrated ability to follow defined processes and scripts, while maintaining a positive and engaging customer experience
High attention to detail and accuracy when collecting, validating, and documenting customer information
Effective verbal communication skills, including the ability to ask probing questions, clarify inconsistencies, and set clear expectations
Comfortable navigating multiple systems and tools while handling inbound calls and documenting interactions in real time
Ability to manage time effectively in a high‑volume inbound queue environment while meeting productivity and quality expectations
Willingness to work assigned shifts aligned with inbound business needs
Must be able to attend full duration of required training period
Ability to work additional hours as needed
Must work at the location posted

Nice to have

1+ years of Customer Service, Financial Services or Contact Center support experience in BPO setting
Preferably with prior experience in call center, customer service, financial services, or sales support

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Associate Customer Service Representative - Spanish Bilingual (Personal Loan)

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