Dec 04, 2020

Operations Supervisor for Home Lending Pioneer Team

  • Wells Fargo
  • Manila, Metro Manila, Philippines
Customer Service

Job Description

About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Market Job Description
Department Overview
The Home Lending Customer Service (HL CS) team provides support to customers through voice and non-voice channels. These services vary from simple inquiries about home loans, account management, payments, loan modifications to as complex as rate modifications, line application and management, wealth and handling escalations.

About the Role
This role is responsible for Supervising teams comprising Customer Service Representatives responding to routine inquiries and complaints from internal and external customers regarding financial products and services.

  • Support in process expansion, staffing, and new hire training.
  • Take a lead role in developing and implementing best practices.
  • Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures.
  • Develop metrics to measure growth and performance of the department.
  • Interface with India and US based managers on production, quality and security guidelines.
  • Conduct performance reviews for assigned Customer Service Representatives.
  • Assist the Manager- Operations in smooth transitioning of work to WFIS. Resolve escalated problems, communicating information orally or in writing to customers, other departments and/or senior management.

Market Skills and Certifications
Bachelor's Degree
1 year experience in a people manager role
3 years Customer Service or Financial Services experience in a BPO/Call Center environment
Flexible to work during night shift, holidays and weekends
Flexible to work from home and work onsite based on business need and pandemic situation

Leadership Expectations at Wells Fargo
As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.

Security Clearance

NO Security Clearance

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