Lead Branch Product Support Representative

About this role:

Wells Fargo is seeking a Lead Branch Product Support Representative to support the Banker Connection team by serving as a key resource for operational excellence, quality, and employee development. In this role, you will provide process and procedural guidance to Branch Product Support Representatives (BPSRs), deliver coaching and performance support, conduct call reviews, and assist with escalations and day-to-day operational activities. You will partner closely with managers to drive quality, reinforce service standards, and support line-of-business initiatives while helping ensure a positive experience for branch bankers across the United States.

In this role, you will:

• Support performance and overall effectiveness of Branch Product Support team, as well as cross-group administrative operations; proactively provide feedback and present ideas for improving or implementing processes and tools
• Perform or guide others on complex tasks or initiatives that require planning, evaluation, and interpretation
• Independently prioritize work and provide day-to-day-work leadership and mentorship to Branch Product Support teams; lead or contribute to implementation of new or revised processes and procedures that require coordination among various work groups
• Provide guidance and subject matter expertise to Branch Product Support teams on wide range of information. Independently prioritize work and provide day-to-day-work leadership and mentorship to team.

Required Qualifications:

• 4+ years of Branch or Customer Service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 4+ years of experience in a contact center, customer service, banking operations, financial services, or a related environment.
• Experience providing coaching, mentoring, training, or peer leadership support to team members.
• Strong understanding of quality assurance standards, call monitoring, and performance improvement practices.
• Experience conducting call reviews and delivering constructive feedback to drive employee development.
• Ability to provide process and procedural guidance while supporting operational goals and service standards.
• Strong problem-solving, organizational, and decision-making skills.
  Excellent verbal and written communication skills with the ability to effectively engage with team members and business partners.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience supporting consumer banking, branch operations, or inbound customer support functions is preferred.
• Demonstrated leadership potential and the ability to influence, motivate, and support others without direct people management responsibility.
• Bachelor's degree or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

Job Expectations:

• Must be amenable to working at McKinley, Taguig City.
• Must be amenable to a hybrid work arrangement, with 3 days onsite and 2 days remote per week.
• Must be amenable to working within the team's operating hours of 8:30 PM to 8:30 AM Manila time.
• Must be amenable to a Monday to Friday schedule with weekends off, and may be assigned to either opening or closing shifts based on business needs.
• Must be amenable to observing the US holiday calendar in accordance with business requirements.

Posting End Date:

*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.