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Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. 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. Learn more at our International Careers website .
Market Job Description
About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Manila, Philippines and in Hyderabad, Bengaluru and Chennai in India. Learn more about EGS at our International Careers website.
The Business Services team across locations provides processing and voice support and to enable a follow-the-sun delivery model for Wells Fargo that would help us service our customers faster. Business Services teams perform bank operation processes across divisions of WF Home Lending, Wholesale Ops, Wealth & Investment Management (WIM), PVSI & Community banking.
About the Role Responsible for responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers. Resolves the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing
Communicating with other departments, managers or vendors to resolve customer issues;
Team lead responsibilities including providing assistance to less experienced representatives;
Providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes ;
Reviewing the work of and providing guidance to less experienced representatives.
Reviews data and reports trends to management.
Other duties may include: performing the operational duties of the supervisory position, offering or recommending products based on customer needs, and project work.
May require certification.
Market Skills and Certifications
Completed 2 nd year in College (Bachelor's Degree) or finished a 2 or 3 year Associate Degree program
3+ years of customer service and sales experience
2+ years in a financial services and/or call center
Strong knowledge and understanding of bank policies, procedures, and systems
Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues
Excellent verbal, written, and interpersonal communication skills
Financial services related certification/Mutual Fund/Financial Market Courses will be a plus point
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.