Escalations Representative

Wells Fargo•Charlotte, NC

3d•Hybrid

About The Position

Wells Fargo is seeking an Escalations Representative as part of Consumer and Small Business Banking Operations. This role involves supporting internal and external customers with inquiries and complaints regarding financial products and services. The representative will conduct investigative steps to identify issues, process complex transactions, and review complaints for regulatory and non-regulatory flags. They will classify risks appropriately in a case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards. The role also involves interacting with customers to respond to concerns, determining appropriate courses of action, and serving as an intermediary to resolve disputed matters, negotiate, and enact settlements.

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

2+ years of escalation
Ability to read and interpret legal documents
Knowledge and understanding of processing and handling writs of garnishments and levies
Ability to identify potential operational issues and legal risks
Experience with Wells Fargo systems such as 1LLG (One Liens, Levies, Garnishments) Hogan, 1sum Cbat CIV & SDD
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Previous experience in working in a fast-paced call center environment
Ability to achieve high production and quality standards
Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
Ability to work in a fast-paced deadline driven environment

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