Escalations Associate – Auto

Why Wells Fargo:

This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees career aspirations and growth. Were proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.

We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.

About this role:

Wells Fargo is seeking a Escalations Associate – Auto

In this role, you will:

Research and resolve escalated inquiries and complaints involving Auto Loans.

Handle a pipeline of escalated complaints within ECMO (Enterprise Complaints Management Office) SAGE (Stakeholder, Agency, Government, Executive) involving high risk and or escalated complaints.

Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online

Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters

Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations

Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Required Qualifications:

6 months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

6 months of experience handling customer complaints

Product knowledge in the area of Auto lending, Auto loan servicing, and related guidelines and regulations.

Advanced communication skills (written and verbal)

Experience resolving and working through escalated and complex issues

Experience managing complaints and effectively and professionally

Client service focus with the ability to listen to customer needs and recommend solutions

Strong research skills and background

Ability to identify customer needs and obstacles and take the necessary steps to problem solve

Intermediate Microsoft Office (Word, Excel, and Outlook) skills

Strong analytical skills with high attention to detail and accuracy and adherence to compliance standards

Strong organizational, multi-tasking, and prioritizing skills

Strong time management skills with the ability to manage varied caseloads in a fast-paced environment

@RWF22

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$26.59 – $47.26

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits – Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

Health benefits

401(k) Plan

Paid time off

Disability benefits

Life insurance, critical illness insurance, and accident insurance

Parental leave

Critical caregiving leave

Discounts and savings

Commuter benefits

Tuition reimbursement

Scholarships for dependent children

Adoption reimbursement

Posting End Date:

Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 units risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: 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.

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.

Company: WELLS FARGO BANK

Req Number: R-403866-1

Updated: Tue Oct 01 02:55:20 UTC 2024

Location: CHANDLER,Arizona