Escalations Associate

Wells Fargo•San Antonio, TX

1d•Hybrid

About The Position

Wells Fargo is seeking an Escalations Associate. In this role, you will research and resolve escalated inquiries and complaints involving consumer/retail credit cards and/or consumer lending products. You will handle a pipeline of escalated complaints within ECMO (Enterprise Complaints Management Office) SAGE (Stakeholder, Agency, Government, Executive) involving complaints escalated through regulatory and government agencies and Wells Fargo executives/Board of Directors. You will determine the appropriate course of action by conducting investigative steps to identify the 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. Providing the appropriate resolution will require the employee to write letters and communicate via phone calls with customers and stakeholders. 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 provide information to management committee members, agencies, or business leaders related to the 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

Product knowledge in the area of consumer/retail credit cards and/or consumer lending products
6+ months of consumer/retail credit cards and/or consumer lending products experience
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 multi-tasking 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 accurately prioritize

Responsibilities

Research and resolve escalated inquiries and complaints involving consumer/retail credit cards and/or consumer lending products.
Handle a pipeline of escalated complaints within ECMO (Enterprise Complaints Management Office) SAGE (Stakeholder, Agency, Government, Executive) involving complaints escalated through regulatory and government agencies and Wells Fargo executives/Board of Directors.
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.
Write letters and communicate via phone calls with customers and stakeholders.
Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints.