Company: Wells Fargo, San Francisco, CA
Company Description: Wells Fargo & Company is a nationwide, diversified, community-based financial services company with $1.6 trillion in assets. Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial financial services through more than 8,700 locations, 12,500 ATMs, and the internet (wellsfargo.com), and offices in 36 countries.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Financial Services Industries

Nomination Title: Wells Fargo Treasury Management Dedicated Customer Service Team

Tell the story about what this nominated team achieved since the beginning of July 2013 (up to 650 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:

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The Treasury Management Customer Service (TMCS) Dedicated team is committed to providing customers with A+ Service and Support through the delivery of timely and efficient service, always striving to consistently provide “first touch” resolution. The team supports a defined portfolio of customers based on industry segmentation.

The TMCS geographic model changed to consolidate the servicing of each line of business (LOB) into specialized teams. This new alignment helped build on our A+ Service and Support strategy through increased industry-specific knowledge and greater understanding of how our customers use Treasury Management products. The dedicated Customer Service Officers (CSOs) are able to focus on building relationships and have a greater ability to tailor their delivery of service.

Newly developed ‘Service Consultations’ empower the CSOs to have conversations with their customers about what matters most to them, adding value in a way that brings about efficiencies and strengthens their relationship with Wells Fargo.
This year, the Dedicated Customer Service Teams proactively provided education to customers on Impostor Fraud through online training, fact sheets, and even created videos to discuss the proactive measures taken by the Bank around impostor fraud.

Technology/Tools

The TMCS/LOB Tracking website was launched for use by the LOB and Division Managers. The website captures reviews and feedback, allowing the teams to keep a focus on the needs and views of our partners and customers, which is in direct support of the LOB alignment strategy.

TMCS introduced a new customer satisfaction survey portal. The portal improved our ability to view and analyze survey results, enabling timely follow-up with customers.
TMCS implemented a more robust online resource tool. The “Knowledge Center” provided easy access to product and system information, procedures, reference materials and other resources specific to CSO utilization in servicing their customers.
The new website also reduces the volume of alerts generated by the Maritz reporting tool to the Division Managers with a focus on prioritization of email items requiring a review. Automated displays of positive surveys reduce the time spent dispositioning and improves reporting.

Increased team member engagement from past year’s team survey results. Implementing action plans to ensure focus on key areas which resulted in the following:
• Grand mean had an average increase of 3.06% year over year
• Overall Satisfaction had an average increase of 3.14% year over year

TMCS logged over 6500 volunteer hours from 2013-2014.

TMCD won the following 2013-14 industry awards:
• International Customer Management Institute 2013 Best Large Call Center of the year
• Gold Stevie award for 2013 Customer Service Department of the Year
• Silver Stevie award for Customer Service Executive of the Year
• International Customer Management Institute 2014 Global Contact Center Award for Best Customer Service Business Leader of the Year
• Best Contact Center Manager of the Year

TMCS partnered with a vendor to create a user guide for CSOs supporting customers with CEO Retail Lockbox Image service. TMCS partnered with ACH Operations and ECS Operations to launch job shadowing, site tours, and TMCD overviews resulting in increased first touch resolution.

The Emerging Leader Program (ELP) and Next Generation Leader (NGL) launched to develop a diverse pipeline of leaders who have aspirations to step into future management opportunities, and directly supports our ‘People as a competitive advantage’ (PACA), which is one of Wells Fargo’s five primary values.

TMCS Dedicated team CSOs have logged over 30,000 training hours for year 2013 to current.

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