Wells Fargo Bank - TMCS
Company: Wells Fargo Bank - Treasury Management Client Services
Company Description: Treasury Management Client Services (TMCD) is a Wells Fargo service group with 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. Treasury Management Client Services (TMCS), a service group within TMCD.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Financial Services Industries
Nomination Title: Research and Resolution Team, TMCS Wells Fargo Bank
Tell the story about what this nominated team achieved since the beginning of July 2012 (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:
The Research and Resolution team members are essential to Wells Fargo Treasury Management Client Services (TMCS) group’s success. The team supports the TMCS client service officers (CSOs) who are the main contact for treasury customers. The CSOs strive for first-touch resolution; however, some inquiries involve additional time, further research, or a monetary adjustment. That’s where the Research and Resolution Team comes in: to provide our customers with A+ Service and Support through consistent, accurate, and expeditious problem resolution.
Team goals are simple, yet critical:
Shorten resolution time
• Resolve all issues by stated goal.
• Partner with Service and Operations teams to identify opportunities for improvement.
• Engage team members to communicate daily results and solicit their recommendations.
• Provide feedback to the CSOs if an issue could have been resolved at first touch.
Reduce overall inquiry volume
• Identify and address root cause of issues to minimize reoccurrences.
• Partner with Operations to identify trends and close gaps.
• Identify customer-specific issues and communicate results.
• Manage assigned portfolios and offer solutions.
Enhance tools and resources
• Encourage innovative thinking and creative solutions.
• Look for efficiencies to streamline internal processes.
• Strive to simplify and improve the experience for the researcher, CSO, and customer.
By collaborating with internal partners to identify gaps and improve processes, the team improved its service to internal and external customers. The goal is to close 99% of cases within the service-level agreement (SLA); on average, the team met the goal at 99.37% for Q3 2013 compared to an average 98.99% in Q2 2012.
The action plans to reduce case volume also achieved excellent results for the same period:
• ACH experienced an 11% decrease.
• Cash Vault experienced a 35% decrease.
• Treasury Management Operations experienced a 33.3% decrease.
• Wholesale Lockbox experienced a 17.7% decrease.
The team had two significant initiatives that were instrumental in improving the customer experience. In partnership with the Deposit Processing group, they implemented a serial number keying process that reduced inquiry volume for one large grocery chain customer by 81%. By adding serial numbers to deposit postings, customers are able to easily identify their transactions and we receive fewer inquiries.
Over the past 12 months, the team embraced green initiatives as well. Shifting from paper to electronic adjustment processing decreased time spent on daily entries from one hour to 10 minutes, increasing efficiency and utilizing fewer resources.
In addition, they eliminated the need for manual tracking of work assignments by feeding spreadsheet data to online production folders. This provided easy access to production statistics and empowered team members to review their individual production volumes.
Key parts of delivering A+ Service and Support are engaged team members, efficient processes, and involved management who make work fun. Overall team member engagement scores averaged 4.5 on a five-point scale, higher than the 2012 average score of 4.04. Community involvement is also important to the Research and Resolution team; team members have provided financial support to a variety of organizations including Children’s Hospital and the American Heart Association. This team adds tremendous value and support to the TMCS group and their local communities.
Provide a brief (up to 125 words) biography about the leader(s) of the nominated team:
As senior manager for the Technical Services and Research teams, Rosa Moreno oversees second-level support to treasury management clients who use the Commercial Electronic Office® portal and supports the customer service officers (CSOs) on complex research transactions. Rosa’s teams are located in three sites: Los Angeles, Calif., Charlotte, N.C., and Jacksonville, Florida.
Previously, Rosa managed the Los Angeles TMCS team, responsible for CSOs supporting Wholesale clients, and spent time as a product implementation manager. Prior to joining TMCS, Rosa worked with retail banking as a customer service manager, where she gained a keen understanding of customer needs and expectations.
Rosa’s training includes Managing for Excellence, Achieving Extraordinary Customer Service, and Frontline Leadership.