Lead Escalation Representative

Wells Fargo•Phoenix, AZ

1d•Hybrid

About The Position

Wells Fargo is seeking to fill Lead Escalations Representative roles as part of Level 2 Support within our Unsecured Lending Operations (ULO) – covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Rewards, Personal Lines and Loan. In this role, you will: Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects Research, respond to, and resolve escalated inquiries Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support Prioritize work and provide daily work leadership and mentorship to the support team Lead or contribute to client issue resolutions that require coordination amongst various teams Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints Consult project owners in case of high-profile escalated case

Requirements

4+ years of customer contact within a Financial Services support environment, experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment
Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Rewards, Personal Lines and Loan
Experience in researching and resolving escalated issues
Experience managing complaints and objections effectively and professionally
Experience leading in a fast paced, demanding, and deadline driven environment
Experience building partnerships and consulting effectively with leadership
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Strong attention to detail and accuracy skills
Experience supporting a phone, email, online or digital contact center environment
Technical skills: Tableau, ECIP, Nexidia, NICE, Epsilon, FDR, CSS, CIV, Microsoft Office Applications, and/or JIRA

Responsibilities

Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects
Research, respond to, and resolve escalated inquiries
Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
Prioritize work and provide daily work leadership and mentorship to the support team
Lead or contribute to client issue resolutions that require coordination amongst various teams
Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints
Consult project owners in case of high-profile escalated case