Senior Escalations Representative

Wells Fargo•Chandler, AZ

34d•Onsite

About The Position

Wells Fargo is seeking a Senior Escalations Representative supporting Consumer Banking in Chandler, Arizona. As a Senior Escalations Representative, you will be responsible for managing escalated customer complaints, researching and reviewing escalated complaints, partnering with other internal departments to determine an appropriate course of action leading to an effective resolution, while also maintaining positive relationships with the customer and key stakeholders.

Requirements

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

Nice To Haves

Previous experience in Intake or Escalations roles
Experience in at least 3 of the following systems: Hogan, ECMP, UW, SVP, VCS, CIV
Excellent written and verbal communication skills
Ability to work with and de-escalate upset or angry customers

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

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