SCRA Escalations Representative

Wells Fargo•West Des Moines, IA

5d•Hybrid

About The Position

About this role: Wells Fargo is seeking an Escalations Representative to join our Servicemembers Civil Relief Act (SCRA) Utility team. You will be reviewing and processing account adjustments that support our service members according to SCRA regulatory requirements. This is not a phone position. In this role, you will: Perform moderately complex reviews of SCRA activities with an emphasis on risk management, quality, and compliance with internal company requirements and standards Receive direction from supervisors, and escalate non-routine concerns to more experienced individuals Provide support for lines of business as directed (e.g., Auto, cards and WFA processes among others) by providing reviews and feedback in determining appropriate courses of action related to SCRA requirements Work closely with the lines of business in providing quality scores and guidance based on reviews May assist with internal audits and testing Work under minimal supervision in a fast-paced environment Support internal and external customers with inquiries 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

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
This position requires compliance with all SCRA regulatory requirements and Wells Fargo’s compliance policies
Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
Ability to work additional hours as needed
Willingness to work on-site at one of the stated job location as directed

Nice To Haves

In depth knowledge and understanding of the Servicemembers Civil Relief Act (SCRA)
Systems experience including Service Member Information System (SMIS), IRRIS,Hogan/SHAW, Imaging and Content Managing Platform (ICMP)
Ability to work in a team environment to achieve business, production, and quality goals
Experience building partnerships with team members and other lines of business
Willingness to take initiative including asking questions and researching answers
Ability to maintain composure in a fast-paced, deadline driven production environment
Research experience, including utilizing multiple systems, in a financial services environment

Responsibilities

Perform moderately complex reviews of SCRA activities with an emphasis on risk management, quality, and compliance with internal company requirements and standards
Receive direction from supervisors, and escalate non-routine concerns to more experienced individuals
Provide support for lines of business as directed (e.g., Auto, cards and WFA processes among others) by providing reviews and feedback in determining appropriate courses of action related to SCRA requirements
Work closely with the lines of business in providing quality scores and guidance based on reviews
May assist with internal audits and testing
Work under minimal supervision in a fast-paced environment
Support internal and external customers with inquiries 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