Escalations Associate

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About this role:

Wells Fargo is seeking an Escalations Associate

In this role, you will:

Research and resolve escalated inquiries and complaints involving deposit accounts and branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products.

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

Product knowledge in the area of branch banking products and services, including consumer deposit accounts and/or consumer/retail credit cards and/or business banking or lending products

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

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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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-403738

Updated: Tue Oct 01 02:55:22 UTC 2024

Location: WEST DES MOINES,Iowa