Escalations Representative

Wells Fargo Bank • Phoenix, AZ

1d • Remote

About The Position

Wells Fargo is seeking a Wells Fargo is seeking an Escalations Representative in Consumer Lending as part of Home Lending. Learn more about our career areas and lines of business at wellsfargojobs.com. In this role, you will: Support internal and external customers with inquiries and complaints 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 complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues 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 raised concerns, as well as determine appropriate course of action Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

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
• Flexibility to work from home and meet the home eligibility assessment conditions, based on business need
• Willingness to work on-site at stated location on the job opening

Nice To Haves

• Experience handling Wells Fargo systems such as CSS, CIV, FDR and ECMP
• Advanced knowledge of Wells Fargo credit products
• Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
• Experience resolving and working through escalated and complex issues
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Customer service focus with the ability to respond to requests in a timely manner
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Strong time management skills and ability to meet deadlines
• Experience meeting high production and quality standards in a fast paced, development and production support environment
• Highly refined and professional verbal and written communications
• Strong analytical skills with high attention to detail and accuracy

Responsibilities

• Support internal and external customers with inquiries and complaints 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 complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues 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 raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

What This Job Offers

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