Company: Wells Fargo Bank, San Francisco, CA
Company Division/Group: WF Treasury Management Client Delivery
Company Description: Treasury Management Client Delivery (TMCD) is a group within Wells Fargo composed of more than 800 team members based in seven servicing centers nationwide. The group delivers customer service, technical support, and deposit support for Treasury Management’s large- corporate and middle-market customers.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Wells Fargo Treasury Management Client Delivery

Tell the story about what this nominated organization/department achieved since January 1 2013 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

2013 key accomplishments

•Wells Fargo Treasury Management Client Delivery (TMCD) team members answered more than 1.2 million calls with an average handle time of 447 seconds.
•TMCD closed 1.6 million service requests, with an average of 99.6 % completed by the target due date.
•Customer service satisfaction scores averaged 4.7 (on a five-point scale).
•Team member engagement scores, as measured by Gallup, increased in 2013 from 3.81 to 4.19 (on a five-point scale).

Obstacles overcome

Keeping multiple sites in different time zones operating at a superior level of customer service is a challenge. Two initiatives were developed in 2013 to address this challenge, both helping to drive internal communications and technological solutions to meet the customer’s needs:

The Voice of the Customer program fosters transparency and cross-functional support for product development requests and systemic operational trends impacting customers. This monthly forum has become the go-to resource for sales, product, operations, and relationship management partners to solve customer issues and identify gaps.

The Workstation InfoPath tool was deployed to efficiently arrive at targeted solutions for customers based on their respective technical environments. This cutting-edge tool promotes a more consistent approach to technical troubleshooting and speeds resolution.

Innovations or discoveries made and outcomes

TMCD enhanced the A+ Service and Support brand strategy throughout 2013. This strategy, brought to life through multiple communications and vehicles, focuses on putting customers at the center of every action.

Learning and Development

The Customer for LIFE (Leading Interactions for Excellence) training program teaches team members how to connect and communicate with customers according to individual customers’ preferences. Over 700 team members have completed the course.

The Emerging Leader Program, launched in 2013, supports team members’ leadership career paths. The program encourages development across a broad spectrum of skills designed to position the participant for future management positions. All participants earned promotions to a higher position after graduation.

Customer service

To maximize effectiveness, service teams were realigned to support specific lines of business. This shift increased the service teams’ industry-specific knowledge of how customers use treasury management products; enabled a targeted service model; provided enhanced escalation support; created a seamless and dynamic relationship between TMCD and internal partners; and raised the caliber of our customer interactions.

Technology and innovation

Two key technology enhancements were deployed in 2013:

•To streamline the check verification process, an online Smart Intranet Check Verification tool was developed that consolidates the information required to perform a check verification, resulting in faster decision points and reduced call handling time.

•Virtual Contact Center (VCC) is a cloud-based technology that helps standardize and consolidate multiple call routing platforms, provide centralized reporting across all servicing sites and time zones, facilitates virtual call routing, and reduces customer hold times.

In Summary

Wells Fargo TMCD has a ‘continuous improvement’ philosophy that contributes to superior customer service, excellent relationships with Sales and line of business partners, and to the winning of several industry awards in 2013: the International Customer Management Institute’s Best Large Call Center of the Year; The Gold Stevie ABA’s Customer Service Department of the Year; and the International Service Excellence Award’s Contact Center of the Year.

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Provide a brief (up to 125 words) biography about the leader(s) of the nominated organization/department:

George Larribas is executive vice president and the head of Treasury Management Client Delivery (TMCD) for Wells Fargo & Company. He oversees more than 800 team members who are based in seven service centers nationwide. His group focuses on learning and development, business processes, and delivering customer service and technical support for customers who use treasury management products and services.

With more than 30 years in banking, George began his career with Wells Fargo in 1990. He has managed several operations groups including ACH and Electronic Payments. George is dedicated to the bank’s diversity efforts, serving as the executive sponsor for Wells Fargo’s Southern California Latino Connection and as a Circle of Hope member of the Trevor Project.

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