Senior Escalations Representative
About The Position
Wells Fargo is seeking a Senior Escalations Representative. In this role, you will support less experienced individuals in providing resolutions for client inquiries and complaints. You will determine the appropriate course of action and conduct investigative steps to fully identify customer issues. You will perform complex administrative and customer support tasks by managing daily schedules and providing work direction to the team. You will assist in setting performance standards and recommend process or policy improvements to enhance customer satisfaction. You will provide subject matter expertise and interpretation of procedures to less experienced individuals. You will respond independently to complaints escalated at the highest level. You will interact with internal and external customers to resolve their issues. You will interact with the immediate Escalations team to supervise the day-to-day activities of the support Escalations team.
Requirements
- 2+ years of customer contact within a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice To Haves
- Excellent verbal, written, and interpersonal communication skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Previous experience using ECMP, CIV, 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
- Experience working Consumer Deposit Accounts
- 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
- 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
Responsibilities
- Support less experienced individuals in providing resolutions for client inquiries and complaints
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
- Provide subject matter expertise and interpretation of procedures to less experienced individuals
- Respond independently to complaints escalated at the highest level
- Interact with internal and external customers to resolve their issues
- Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
- 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
- Experience working with external business partners/vendors
Benefits
- Wells Fargo maintains a drug free workplace.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
