Escalations Representative

Wells Fargo•West Des Moines, IA

33d•Hybrid

About The Position

Wells Fargo is seeking an Escalations Representative to be part of our LOB Complaints in Consumer Lending Operations. 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 research 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 concerns raised, as well as determine appropriate course of action. Serve as an intermediary between parties to resolve disputed matters, negotiate, 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

Nice To Haves

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 research 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 concerns raised, as well as determine appropriate course of action.
Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.

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