Wells Fargo is seeking an Escalations Associate responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.

In this role, you will:

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Required Qualifications:

• 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Previous Complaints experience
• Product knowledge in the area of branch banking products and services, including consumer deposit accounts
• Deposit account claim knowledge
• Strong written and verbal skills
• Strong organizational, multi-tasking, and prioritizing skills
• Strong analytical skills with ability to draw conclusions and translate findings
• Ability to develop partnerships and collaborate with other business and functional area
• Experience de-escalating complaints over the phone
• Strong capacity for self-management and initiative

@RWF22

Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States.

Posting End Date:
22 Dec 2024
*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

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