About This Role
Wells Fargo is seeking to hire 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 teams (Client Services, Sales, Relationship Management, Technology) to ensure timely and effective resolution of technical issues.
In This Role, You Will
- 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
Required Qualifications
- 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
Desired Qualifications
- Associate or Bachelor's degree in any IT-related course, required
- Basic understanding of computer and internet usage
- Proven experience in IT Support, Customer Service, Financial Services, or Contact Center environments.
- 2+ years of hands-on expertise in IT Technical Support or E-Commerce Application Support/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 install and configure standard application
- Familiarity on basic functions of smartphones and tablets
- Excellent verbal, written, and interpersonal communication skills
Job Expectations
- Deliver technical systems support for moderate to complex e-commerce and Treasury Management products, ensuring seamless functionality for GPL clients.
- Act as the first point of contact for technical inquiries, resolving issues related to applications, systems, and product workflows.
- Diagnose and restore product functionality using advanced troubleshooting tools and applications, reducing downtime and improving client experience.
- Coordinate with internal teams (Client Services, Sales, Relationship Management, Technology) to expedite resolution of technical issues.
- Manage Tier 2 escalations from internal client service officers, ensuring timely and accurate problem resolution to technical issues of customers.
- Assist customers with deposit troubleshooting, including scanner setup, driver installation, MICR issues, check jams, black streaking, and configuring Wells Fargo as a trusted site.
- Work in the night shift, Monday - Friday, weekend off
- Must be able to attend full duration of required training period
- Ability to work additional hours as needed
- Must work on-site at the location posted, Five/NEO, BGC, Taguig
Reference Number
R-527437
