Escalations Representative

Wells Fargo Bank • Des Moines, IA

4d • Remote

About The Position

Wells Fargo is seeking an Escalations Representative in Consumer Lending, as part of the Cards Credit Bureau Disputes team. The role supports internal and external customers with inquiries and complaints about financial products and services. It investigates issues, processes complex transactions, resolves client concerns, and reviews complaints for regulatory and non-regulatory risks to ensure they are addressed in accordance with company requirements and standards.

The representative receives direction from supervisors and escalates non-routine concerns to more experienced colleagues. The role also serves as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements. The position requires the ability to work from a home office and is scheduled Monday through Friday, either 7:00 a.m.–3:30 p.m. or 8:00 a.m.–4:30 p.m.

Requirements

• At least 2 years of contact experience in a financial services environment, or equivalent experience demonstrated through work, training, military experience, or education.
• Ability to work from a home office.

Nice To Haves

• Strong analytical skills and high attention to detail and accuracy.
• Ability to achieve high production and quality standards.
• Ability to navigate multiple computer systems and applications and use search tools to find information.
• Ability to work in a fast-paced, high-demand environment while balancing multiple priorities.
• Excellent verbal, written, and interpersonal communication skills.
• Knowledge and understanding of credit card dispute resolution.
• Intermediate Microsoft Office skills, including Outlook, Excel, Word, PowerPoint, LiveMeeting, and SharePoint.
• Knowledge and understanding of Shaw, ACAPS, FDR, ECaR, and/or other Consumer Lending applications.
• Knowledge and understanding of credit bureau attributes.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate courses of action, investigate issues, and process complex transactions online.
• Resolve moderately complex client issues and review complaints for regulatory and non-regulatory flags.
• Classify risks appropriately in the case management system and ensure customer issues are addressed in compliance with company requirements and standards.
• Escalate non-routine client concerns to more experienced individuals.
• Respond to customer concerns and determine appropriate courses of action.
• Serve as an intermediary between parties to resolve disputes, negotiate, and enact settlements.
• Follow applicable risk and compliance programs, policies, and procedures; escalate and remediate issues in a timely and effective manner.
• Monitor and identify risks and make sound risk decisions in line with business risk appetite and program requirements.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed