Escalations Representative

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About this role:

Wells Fargo is seeking an Escalations Representative.

In this role, you will:

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

• Seek ways to determine appropriate courses of action, conduct investigative steps to identify the issues, and process complex transactions online

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

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

• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly

• “Processor” tasks are assigned to be worked in Enterprise Complaint Management Platform (ECMP).

• SAGE has a one-day Service Level Agreement (SLA) where assigned tasks are built and routed same day.

• “Processors” are responsible for locating the correct customer; product/service customer is speaking, and route to the correct Line of Business for a response.

• Each assigned task must be properly noted with summary of the customer concern, regulations fields notated, and necessary flags on cases.

• After the Wells Fargo Line of Business completes their response to the customer, a “closing” task will be assigned.

• The “Closer” is responsible for reviewing the response and ensuring the response has been completed correctly, before closing out in the ECMP and Agency Portals

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:

• Strong knowledge and understanding of bank policies, procedures, and systems

• Experience using the following systems SVP, Hogan, CIV, ECAR, and/or FDR

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

• Strong analytical skills with high attention to detail and accuracy

• Strong risk management and compliance skills

• Strong organizational, multi-tasking, and prioritizing skills

• Intermediate troubleshooting and problem-solving skills

Job Expectations:

• Ability to work additional hours as needed.

• Willingness to work onsite at location listed.

• Working Hours are 9:00am - 6:00pm EST

Posting Location:

• 2800 S Price Rd Chandler, AZ 85286

@RWF22