Escalations Representative

Wells Fargo Bank • Charlotte, NC

4d • Hybrid

About The Position

Wells Fargo is seeking a Bilingual (Spanish) Escalations Representative in the sanctions center of excellence team. 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

• 1+ year of customer contact experience in a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Bilingual in Spanish and English
• Must take and pass required language assessment. (Spanish)

Nice To Haves

• 1+ years OFAC Investigations Experience
• 1+ years Wire Investigations Experience
• 1+ years Funds Transfer Experience
• Mainframe applications: HOGAN/SVP, PEGA.
• Self-motivated with a high level of initiative and accountability
• Excellent verbal, written, and interpersonal communication skills.
• Experience within a high volume, fast paced and constantly changing environment.
• Ability to understand client concerns, questions and problems pertaining to USD Wire Transfer transactions.
• Ability to work in team focused environment, while also working independently to achieve daily standards
• Identify trends and provide alternative solutions.
• Ability to achieve high production and quality standards
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Knowledge of swift/FED/Chips payments
• Familiar with ISO 20022
• Experience with sanctions screening and FIRCOSOFT

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
• 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

Benefits

• Equal Opportunity Employer
• Focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture
• Accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance)
• Proactive monitoring, governance, risk identification and escalation
• Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

What This Job Offers

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