Senior Escalations Representative

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 Senior Escalations Representative

In this role, you will:

Support less experienced individuals in providing resolutions for client inquiries and complaints

Determine appropriate course of action and conduct investigative steps to fully identify customer issues

Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team

Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction

Provide subject matter expertise and interpretation of procedures to less experienced individuals

Respond independently to complaints escalated at the highest level

Interact with internal and external customers to resolve their issues

Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team

Required Qualifications:

4 years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Excellent verbal, written, and interpersonal communication skills

Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Previous experience using ECMP, CIV, and SVP applications

Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms

Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

Call center background or experience a plus

Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing, especially gathering facts to make informed recommendations on customer issues and driving resulting actions through implementation/execution

Excellent analytical and research skills, with high attention to detail and accuracy. Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames

Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business

Research, resolve, and respond to escalated inquiries and complaints

Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research

Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters

Interact with integrity and a high level of professionalism

Experience working with external business partners/vendors

Job Expectations:

Hybrid Role – Must be able to report to the physical location

Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States. This Position is Not Eligible for Visa Sponsor.

@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-402733

Updated: Wed Sep 25 02:55:01 UTC 2024

Location: SIOUX FALLS,South Dakota