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Wells Fargo Logo Wells Fargo · Customer Service

Customer Service Representative, GPL - National Servicing Group

Philippines, Taguig City Employment contract · Job Posted June 04, 2026
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Job Description

Wells Fargo is seeking to hire a Customer Service Representative to be part of our Global Payment & Liquidity (GPL) operations. The role is responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

Job Responsibility

  • 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
  • Engage with business clients via email and call to address inquiries, provide updates, and resolve concerns
  • Responsible for assisting different operations groups with resolving issues, contacting the customer to obtain information, and notifying the customer of a processing issue through variety of channels
  • Ensure all email communications meet the bank’s compliance, security, and quality standards
  • Serve as the primary point of contact for assigned business clients, offering personalized service and tailored banking solutions
  • Assist clients with account management, international transactions, corporate banking services, and policy clarifications

Requirements

  • 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • Must have completed at least two (2) years of college education is required
  • Proven experience in email-based customer service, outbound support, or business client management within an international bank or financial institution
  • Excellent written communication skills, with the ability to convey complex banking information clearly and professionally
  • Preferably with experience and understanding on CSAT / NPS
  • Strong understanding of banking products and services, including corporate accounts, international wire transfers, and business banking solutions
  • Proficiency in CRM software, email management tools, and ticketing systems is an advantage
  • Must be willing to take calls from clients, this is a voice support
  • Proficient in MS Office applications

Nice to have

  • Proven experience in email-based customer service, outbound support, or business client management within an international bank or financial institution
  • Preferably with experience and understanding on CSAT / NPS
  • Proficiency in CRM software, email management tools, and ticketing systems is an advantage
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