About the position
Wells Fargo is seeking an Escalations Representative in Unsecured Lending Operations supporting consumer and small business credit products. In this role, you will support internal and external customers with inquiries and complaints regarding financial products and services. You will seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online. Additionally, you will perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, classifying risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards. You will receive direction from supervisors and escalate non-routine client concerns to more experienced individuals. Interacting with internal and external customers to respond to raised concerns and determining appropriate courses of action will be key responsibilities. You will serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
Responsibilities
- Support internal and external customers with inquiries and complaints regarding financial products and services
- Determine appropriate course of action and conduct investigative steps to identify issues
- Process complex transactions online
- Perform moderately complex initiatives to resolve client issues
- Review complaints for regulatory and non-regulatory flags and classify risks appropriately
- Receive direction from supervisors and escalate non-routine client concerns
- Interact with internal and external customers to respond to raised concerns
- Serve as an intermediary to resolve disputed matters and negotiate settlements
Requirements
- 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through work experience, training, military experience, or education
Nice-to-haves
- Knowledge and understanding of credit card products, policies, and procedures within a call center environment
- Ability to assist bankers or handle escalated issues
- Experience interacting positively with difficult or irate customers
- Ability to research and resolve complex customer issues
- Strong attention to detail and accuracy skills
- Ability to navigate multiple computer systems and applications
- Experience supporting a phone, email, online or digital contact center environment
- Knowledge and understanding of the Open Text system/Consumer Lending Portal
- Excellent verbal, written, and interpersonal communication skills
- Ability to interact with integrity and professionalism with all levels of team members and management
- Knowledge and understanding of CIV, CSS, ECIP and BCS systems
- Basic Microsoft Office (Word, Excel, and Outlook) skills
