Escalations Representative

Wells Fargo • Chandler, AZ

1d • Onsite

About The Position

Wells Fargo is seeking an Escalations Representative. In this role, you will: Support internal and external customers with inquiries and complaints regarding financial products and services Seek ways to determine appropriate courses 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 directions 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 “Processor” tasks are assigned to be worked in Enterprise Complaint Management Platform (ECMP). SAGE has a one-day Service Level Agreement (SLA) where assigned tasks are built and routed same day. “Processors” are responsible for locating the correct customer; product/service customer is speaking, and route to the correct Line of Business for a response. Each assigned task must be properly noted with summary of the customer concern, regulations fields notated, and necessary flags on cases. After the Wells Fargo Line of Business completes their response to the customer, a “closing” task will be assigned. The “Closer” is responsible for reviewing the response and ensuring the response has been completed correctly, before closing out in the ECMP and Agency Portals

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
• Ability to work additional hours as needed.
• Willingness to work onsite at location listed.

Nice To Haves

• Strong knowledge and understanding of bank policies, procedures, and systems
• Experience using the following systems SVP, Hogan, CIV, ECAR, and/or FDR
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Strong analytical skills with high attention to detail and accuracy
• Strong risk management and compliance skills
• Strong organizational, multi-tasking, and prioritizing skills
• Intermediate troubleshooting and problem-solving skills

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine appropriate courses 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 directions 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
• Locating the correct customer; product/service customer is speaking, and route to the correct Line of Business for a response
• Each assigned task must be properly noted with summary of the customer concern, regulations fields notated, and necessary flags on cases
• The “Closer” is responsible for reviewing the response and ensuring the response has been completed correctly, before closing out in the ECMP and Agency Portals

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