Customer Service Agent providing support to healthcare clients in Berlin. Responsible for client inquiries and CRM data entry in a hybrid work setting.
About the role
- Wells Fargo is hiring a Customer Service Associate Manager to oversee complex financial inquiries. Leading customer service representatives and ensuring compliance within a hybrid work environment.
Responsibilities
- Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
- Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
- Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
- Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction
- Interact directly with external customers
- Manage allocation of people and financial resources for customer service
- Mentor and guide talent development of direct reports and assist in hiring talent
Requirements
- 4+ 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
- 5+ years of leadership experience
- Must have completed a Bachelor's or Associate degree, any field
- Excellent verbal and written English communication skills
- Must have at least two (2) years professional experience in Customer Service in a Contact Center work environment supporting Banking or Financial operations
- Must have at least one (1) year professional experience in a leadership role, required
Benefits
- Must be amenable to work on hybrid set-up, 3x2 Monday - Friday (Five/NEO, BGC, Taguig City), weekend off
- Must be willing to work on US or night shift
- Must be willing to follow US holidays and work during PH holidays
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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