Customer Service Associate Manager, GPL - WellsOne Fraud at Wells Fargo

Makati City, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

03 Aug, 26

Salary

0.0

Posted On

05 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Management, Fraud Prevention, Chargeback Process, Visa and Mastercard Rules, Financial Services, Leadership, Contact Center Operations, Banking Operations, Risk Control, Talent Development, English Communication, Dispute Resolution

Industry

Financial Services

Description

About this role: Wells Fargo is seeking to hire for Customer Service Associate Manager (AVP) for Global Payment & Liquidity to support our Fraud Operations. The role is responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations. In this role, you will: 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 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 1+ years of leadership experience Desired Qualifications: College graduate, any field 2+ years of Customer Service, Financial Services or Contact Center experience, Banking Operations: Credit Cards, Processing payments, maintenance items for Commercial Card clients Strong experience in fraud prevention, chargeback process and Visa or Mastercard rules, preferred Excellent English communication skills, verbal and written Job Expectations: Applicants must be amenable to work on US or night shift, Mon - Friday, weekend off Applicants must be amenable to work onsite, 5/NEO, BGC, Taguig Applicants must be amenable to work during PH holiday Posting End Date: 4 Jun 2026 *Job posting may come down early due to volume of applicants. We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo Recruitment and Hiring Requirements: a. Third-Party recordings are prohibited unless authorized by Wells Fargo. b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process. @RWF Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.1 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at: wellsfargo.com wellsfargojobs.com For questions on how to search and apply, visit frequently asked questions.

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Responsibilities

Supervise Customer Service Representatives in resolving complex financial inquiries, complaints, and disputes while ensuring compliance with policies. Manage resource allocation, mentor talent, and identify opportunities for process and risk control improvements.