Escalations Specialist Registered

Wells Fargo Bank•Charlotte, NC

10d•Onsite

About The Position

Wells Fargo is seeking a Escalations Specialist - Registered In this role, you will: 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

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
Excellent verbal, written, and interpersonal communication skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Excellent analytical and research skills, with high attention to detail and accuracy.
Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames

Nice To Haves

WIM complaint experience
Previous experience using ECMP, CIV, Smart Station and SVP applications
Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing, especially gathering facts to make informed recommendations on customer issues and driving resulting actions through implementation/execution
Experience working with external business partners/vendors

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
Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business
Research, resolve, and respond to escalated inquiries and complaints
Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research
Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters
Interact with integrity and a high level of professionalism