Escalations Representative

Wells Fargo Bank • Phoenix, AZ

5d • Hybrid

About The Position

Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit products. Learn more about the career areas and business divisions 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

Nice To Haves

• Excellent verbal, written, and interpersonal communication skills
• Intermediate Microsoft Office Suite skills
• 1+ years’ experience in Customer Contact Center environment supporting phone, email and/or online/digital customer inquiries
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
• Ability to research and effectively resolve customer escalated issues
• General knowledge and understanding of consumer credit card products, policies, and procedures
• Good analytical skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• CLP, CIV, CSS, BCS, and/or Enterprise Customer Impact Platform (ECIP)

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
• Number of Employees: 5,001-10,000 employees