Escalations Associate Manager

Wells Fargo Bank • Roanoke, VA

5d • Hybrid

About The Position

Wells Fargo is seeking an Escalation Associate Manager to lead a team of Escalation Representatives in our Unsecured Lending Operations (ULO) – covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan. In this role, you will: Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance Identify opportunities for developing and monitoring service standards and goals in low complexity functional area Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management Leverage interpretation of policies, procedures, and practices Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers Manage allocation of people and financial resources for aligned functional area Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards

Requirements

• 2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of leadership experience

Nice To Haves

• Excellent verbal, written, and interpersonal communication skills
• Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan
• Experience in researching and resolving escalated issues
• Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment
• Experience in performing reviews of quality assurance results
• Reporting experience including the ability to gather, organize and interpret data.
• Ability to assess current processes/procedures and make recommendations for efficiency.
• Collaborate and consult with peers, customer service teams, and first-line supervisors
• Experience leading in a fast paced, demanding, and deadline driven environment while maintaining employee engagement
• Proven ability to execute in a fast paced, high demand, environment while balancing multiple priorities.
• Technical skills: Tableau, ECIP, Nexidia, NICE, FDR, CSS, CIV, and/or JIRA

Responsibilities

• Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance
• Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
• Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management
• Leverage interpretation of policies, procedures, and practices
• Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers
• Manage allocation of people and financial resources for aligned functional area
• Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees