Job Description
At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
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. If you have a passion for supporting our service members and experience with system of record processing, this is the role for you. Learn more about the career areas and business divisions at wellsfargojobs.com.
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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 Cards and other lines of business as directed (e.g., Auto processes including proactive and pre-repo among others), by providing reviews and feedback in determining appropriate courses of action related to SCRA
- 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 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
- In depth knowledge and understanding of the Servicemembers Civil Relief Act (SCRA)
- Financial services experience within mortgage, auto, credit cards, small business lending, home equity, retail, and/or similar lines of business
- Quality Review/Quality Control experience, including providing written and verbal feedback
- Systems experience including Service Member Information System (SMIS), Business Process Management (BPM), Hogan, Imaging and Content Managing Platform (ICMP)
- Strong analytical skills with high attention to detail and accuracy
- Ability to independently manage a pipeline of work and meet deadlines
- Highly effective communication skills, including the ability to communicate verbally and in writing in a clear and concise manner
- 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
- Strong understanding of policies and procedures
- 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
- Experience participating in audits and testing in a financial service environment
- Ability to identify any operational process gaps
- 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
- Ability to provide and work from a home office
- Willingness to work on-site at one of the stated job locations as directed
- This position is not eligible for visa sponsorship
- Location: 800 S Jordan Creek Pkwy, West, Des Moines, IA 50266
- Schedule: Monday-Friday from 6:00am-5:00pm CST
- Must be available to work a hybrid model where you will be working three days onsite and two days remote each week.
12 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.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.