Escalations Associate

Wells Fargo Bank•Irving, TX

11h•Hybrid

About The Position

Wells Fargo is seeking an Escalations Associate. In this role, you will research and resolve escalated inquiries and complaints, including the review of in-process, closed, or cancelled single loan or credit exceptions, applications, claims, files, or online transactions. You will communicate verbally and in writing with customers, determine the appropriate course of action by conducting investigative steps to identify issues, research product information, and process complex or corrective transactions online. You will 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. You will receive direction from supervisors and exercise judgment within defined parameters while developing an 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. You will also provide information to management committee members, agencies, or business leaders related to escalated inquiries and complaints.

Requirements

6+ months of 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

Nice To Haves

6+ months of ECMO or complaint handling experience
Product knowledge in the area of auto lending or servicing
Advanced communication skills (written and verbal)
Experience resolving and working through escalated and complex issues
Experience working executive office complaints
Experience managing complaints effectively and professionally
Client service focus with the ability to listen to and identify customer needs
Ability to recommend solutions to customer needs and take the necessary steps to problem solve
Ability to think critically and think outside the box to come up with creative solutions to complex issues
Strong research skills and background
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Strong analytical skills with high attention to detail and accuracy to ensure adherence to compliance standards
Strong organizational and time management skills
Strong time management skills with the ability to manage varied caseloads in a fast-paced environment
Ability to maintain a pipeline of cases and prioritize appropriately

Responsibilities

Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
Communicate verbally and in writing with customers
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
Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints