Escalations Associate

Wells Fargo•Irving, TX

2d•Onsite

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 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 the 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 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
Ability to work additional hours as needed

Nice To Haves

Experience working executive office complaints
Small Business deposits, loans, and lines of credit
Knowledge of CIV, SVP, UW, Hogan, ECAR, FDR, Mars, Prevent, Blast and other banking platforms
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Demonstrated success in handling sensitive escalations, including executive-level complaints, with strong de-escalation skills and a customer-first approach to resolving high-impact issues
Experience working with senior leadership or executive stakeholders to resolve customer issues is highly preferred

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
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