Senior Escalations Representative- COO

About this role: Wells Fargo is seeking a Senior Escalations Representative in Consumer & Small Business Banking providing coverage for Small Business Operations as apart of Consumer Lending. Learn more about the career areas and lines of business at www.wellsfargo.com. In this role, you will: 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 Required Qualifications: 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 Desired Qualifications: Contact center experience Exposure to Wells Fargo Small Business Lending Operations systems such as: CPS, FDR, or BCS Knowledge and understanding of Hogan Knowledge and understanding of Small Business Lending Operations products and services Advance customer service experience Intermediate Microsoft Office (Word, Excel, and Outlook) skills Aptitude in navigated multiple computer systems, applications, and utilize search tools to find information Excellent verbal, written, and interpersonal communication skills Experience interacting positively with difficult or irate customers Experience with executing fast paced, high demand, environment while balancing multiple priorities Ability to follow policies, procedures, and regulations Experience managing a pipeline of work from assignment to completion Involvement with customer service while listening, eliciting information and comprehending customer issues Proficient corresponding with customer, responding to their questions and concerns with detailed information A BS/BA degree or higher Job Expectations: Must be able to attend full duration of required training period This position is not eligible for Visa sponsorship Ability to work additional hours as needed Must work on-site at the location posted Schedule: Schedule: Monday – Friday 9am – 5:30pm EST Posting Location: 1525 W W T Harris Blvd., Charlotte, NC 28262 Posting End Date: 6 Apr 2025 *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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 34 on Fortune’s 2024 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.