Job description
Wells Fargo is growing its Philippines-based Customer Care team and is hiring a Spanish bilingual Associate Customer Service Representative in Taguig City, Metro Manila. This full-time role combines friendly bilingual communication with problem solving to deliver an outstanding customer experience for Wells Fargo clients. As part of a global financial services leader, you will be empowered to resolve inquiries, guide customers through banking products, and ensure clear, accurate documentation of each interaction.
In this role, you will handle a mix of inbound inquiries via phone, chat, and email in both Spanish and English. You will assist customers with account information, payments, transfers, card services, and product guidance while maintaining strict privacy and security standards. You will identify opportunities to meet customer needs, explain features and services, and escalate complex issues to specialized teams when necessary. You will also document every interaction in our CRM system with precision and timeliness, driving quality, accuracy, and customer satisfaction.
We are seeking motivated, service-oriented professionals who thrive in a fast-paced environment, demonstrate excellent communication skills, and value integrity and teamwork. If you are passionate about helping people, comfortable navigating multiple systems, and fluent in Spanish and English, you will fit well with our supportive, growth-minded culture. Wells Fargo offers comprehensive onboarding, ongoing training, and opportunities for career advancement within a renowned global bank.
Responsibility
- Provide bilingual customer support in Spanish and English via phone, chat, or email.
- Resolve inquiries related to accounts, payments, transfers, cards, and banking products.
- Verify customer identity and safeguard sensitive information per policy.
- Document all interactions accurately in the CRM and maintain up-to-date customer records.
- Meet and maintain quality, productivity, and customer satisfaction metrics.
- Collaborate with cross-functional teams to resolve complex issues and escalate when needed.
- Identify opportunities for process improvement and upsell suitable Wells Fargo products within policy.
- Ensure compliance with security, privacy, and regulatory requirements.
Qualification
- Fluent in Spanish and English (verbal and written).
- 1-3 years of customer service or call center experience; financial services experience is a plus.
- Strong communication, active listening, empathy, and problem-solving skills.
- Proficiency with CRM systems and data-entry accuracy.
- Ability to multi-task in a fast-paced environment and manage time effectively.
- High school diploma or equivalent; bachelor’s degree or banking knowledge is a plus.
- Ability to work assigned shifts in a Philippines-based operations center.
- Knowledge of Wells Fargo policies and financial services is beneficial but not required.