About this role:

Wells Fargo is seeking an Escalations Representative in Unsecured Lending Operations supporting consumer and small business credit products. Learn more about the career areas and business divisions at wellsfargojobs.com .

In this role, you will:

• Support internal and external customers with inquiries and complaints 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

• 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

• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment
• Ability to assist bankers or handle escalated issues
• Experience interacting positively with difficult or irate customers
• Ability to research and resolve complex customer issues
• Strong attention to detail and accuracy skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience supporting a phone, email, online or digital contact center environment
• Knowledge and understanding of the Open Text system/Consumer Lending Portal
• Excellent verbal, written, and interpersonal communication skills
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• Knowledge and understanding of CIV, CSS, ECIP and BCS systems
• Basic Microsoft Office (Word, Excel, and Outlook) skills

• 8 weeks paid Training. Selected candidate is expected to attend the full duration of training.
• Must work on-site at the location posted
• Hours of Operation Monday through Friday 7am -10pm EST
• Flexibility of schedule is an expectation. Schedules are dynamic and will change based on business need as determined by customer volume; customers are the primary focus of everything we do.
• This position is not eligible for Visa sponsorship.

• 7711 Plantation Rd., Roanoke, VA