Escalations Representative

Job Description

Why Wells Fargo

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We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place.

Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Join us!

About this role:

Wells Fargo is seeking an Escalations Representative for Centralized Intake within the Enterprise Complaint Management Office.

In this role, you will:

• Support internal and external customers with inquiries and complaints regarding financial products and services

• Seek ways to determine appropriate course of action and conduct investigative steps to identify the issues

• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards

• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals

• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action

Required Qualifications:

• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Direct Customer Service Experience in a Call Center Environment

• Experience interacting positively with difficult or irate customers

• Strong attention to detail and accuracy skills

• Ability to interact with integrity and a high level of professionalism with all levels of team members and management

• Intermediate Microsoft Office skills

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

• Excellent verbal, written, and interpersonal communication skills

• Experience in the following systems SVP, CIV, ECMP and ECMO procedural library

• Ability to achieve high production and quality standards

• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

• Strong analytical skills with ability to draw conclusions and translate findings 

Job Expectations:

• Hybrid work schedule 1 week in office 1 week work from home

• Frequent customer contact via phone helping identify and document customer complaints and concerns

• Work involves some research on customer complaints submitted through written channels (email, letter, etc.)

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