Wells Fargo Treasury Management Client Delivery - Back-Office Customer Service Professional of the Year
Company: Wells Fargo Treasury Management Client Delivery, San Francisco, CA
Company Description: Wells Fargo & Company is a diversified, community-based financial services company with $1.9 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through over 8,400 locations, 13,000 ATMs, internet/mobile banking, offices in 42 countries/territories, and 268,000 team members.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Financial Services Industries
Nomination Title: Josh Williams - Back-Office Customer Service Professional of the Year
Tell the story about what this nominee achieved since the beginning of July 2017 (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:
Treasury Management Services Resolution Manager Josh Williams is considered a hero by his manager, colleagues, and customers alike. Josh defines his work role as “looking at the customer experience end to end, highlighting areas where we can improve, and then taking action.” Josh believes that proactive work of research and improving systems or protocols leads to the most ideal customer experience, rather than a reactionary environment where individual issues are addressed as complaints or problems as they come in. This efficiency mindset allows the team members he serves to sell products and service their existing customers better, as well as offer the customers he is working for a better experience where their expectations are always met. Leadership and managers appreciate his ability to think holistically when finding new solutions for problems, saying “Josh’s creative, futuristic views have been a catalyst for various changes this past year.”
One of these changes includes a realignment of Cash Vault performance management. During a deep-dive review of processes, Josh found opportunities to serve customers more efficiently by moving certain research functions to team members in Manila. This shift allows the work to “follow the sun” and continue to be addressed while stateside team members are fast asleep. U.S. team members can pick the work back up the following morning if needed, creating a system where no customer time is wasted. By simply asking team members and customers questions about the everyday challenges they face, he also found many delays were caused by merely waiting for requested documents to be sent to them. These documents could often be found elsewhere or in other programs by opening simple training up for team members who could benefit from access. Within a few weeks, the team saw an impressive 71% reduction in customer inquiries going past the agreed upon resolution timeframe, a trend that continues today. Thanks to Josh’s innovative work on the process, customer inquiries are resolved more completely and timelier than ever before.
After serving in the U.S. Army for four years, Josh continues to look out for those he serves, including his fellow veterans within the Wells Fargo workforce. After joining the Treasury Management group, Josh joined the Veteran’s Team Member Network to meet other coworkers with similar backgrounds. He participated in a Veteran’s Leadership Summit to learn how he could help others transitioning from the military into the corporate workforce and now seeks out onboarding military team members to encourage and support them through their career transition.
Josh is a hero at work and at home, having recently become the full-time caretaker for his grandmother. In his free time, he enjoys visiting local restaurants and attending concerts in Los Angeles.