Escalations Specialist - Registered-8

Wells Fargo•St. Louis, MO

5d•Hybrid

About The Position

Wells Fargo is seeking an Escalations Specialist (Registered) to support the resolution of complex and escalated customer complaints across the organization. In this role, you will research, analyze, and manage escalated issues that may require specialized handling and coordination with multiple business partners. You will work closely with internal stakeholders to investigate concerns, identify appropriate solutions, and deliver timely, effective resolutions while maintaining positive customer experience. This role requires strong analytical skills, sound judgment, and the ability to navigate complex situations in a highly regulated environment.

Requirements

2+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
US only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Nice To Haves

2+ years of WIM complaint management experience
Experience using Wells Fargo applications, including ECMP, CIV, Smart Station, and SVP
Experience researching and resolving client inquiries related to foreign currency purchases, sales, conversions, and settlement discrepancies.
Understanding of exchange rates, trade execution, and transaction processing.
Ability to coordinate with multiple business partners to investigate and resolve complex transactions.
Experience researching, resolving, and responding to complex customer inquiries, complaints, and escalations
Customer service, operations, or complaint management experience in a digital servicing, self-service, or call center environment
Experience gathering and evaluating information to make informed recommendations and drive issue resolution
Experience working with external business partners and vendors
Intermediate to advanced proficiency in Microsoft Excel and other Microsoft Office applications
Strong analytical and research skills with a high degree of accuracy and attention to detail
Ability to navigate multiple systems, applications, and search tools to efficiently research and resolve issues
Experience collaborating with key stakeholders to resolve sensitive or time-critical matters
Proven ability to manage multiple priorities and meet deadlines in a fast-paced, high-volume environment
Excellent verbal, written, and interpersonal communication skills
Demonstrated professionalism, integrity, and sound judgment

Responsibilities

Participate in researching and resolving escalated inquiries and complaints with significant organizational impact and identify opportunities to determine appropriate course of action and conduct investigative steps to fully identify the issues within defined scope of responsibilities
Review and analyze inquiries and complaints that require special handling, research, and evaluation
Consult regarding difficult and complex transactions, and determine appropriate course of remedial action
Present recommendations for resolving escalated inquiries and complaints, and exercise some independent judgment while developing understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions
Provide information to management committee members, agencies, or more experienced business leaders
Provide feedback to internal and external customers regarding identification of fraud and inconsistencies