Escalations Representative

Wells Fargo Bank • Des Moines, IA

1d • Hybrid

About The Position

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. About this role: Wells Fargo is seeking an Escalations Representative in Service Members Civil Relief Act as part of Center of Excellence. Learn more about the career areas and lines of business at wellsfargojobs.com . In this role, you will: Support internal and external customers with inquiries regarding financial products and services. Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online. Perform moderately complex initiatives to resolve client issues and review files for regulatory and non-regulatory flags and classify risks appropriately in system to ensure customer requests are addressed while maintaining compliance with internal company requirements and standards. Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals. Interact with internal and external customers to respond to the requests, as well as determine appropriate course of action.

Requirements

• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• This position requires compliance with all SCRA regulatory requirements and Wells Fargo’s compliance policies
• Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
• Ability to work additional hours as needed
• Ability to provide and work from a home office
• Willingness to work on-site at one of the stated job locations as directed

Nice To Haves

• Ability to manage a pipeline of work from assignment to completion.
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Ability to take initiative and work independently with minimal supervision in a structured environment.
• Strong time management skills and ability to meet deadlines.
• Exposure to Wells Fargo SHAW (System of record for packages and loan products)
• Exposure to Wells Fargo MSP (Mortgage Servicing Platform) application
• Service Members Civil Relief Act (SCRA) experience.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.

Responsibilities

• Support internal and external customers with inquiries regarding financial products and services.
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
• Perform moderately complex initiatives to resolve client issues and review files for regulatory and non-regulatory flags and classify risks appropriately in system to ensure customer requests are addressed while maintaining compliance with internal company requirements and standards.
• Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals.
• Interact with internal and external customers to respond to the requests, as well as determine appropriate course of action.

What This Job Offers

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