Escalations Representative -SCRA Utility

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 in Service Members Civil Relief Act as part of Center of Excellence. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support internal and external customers with inquiries 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 files for regulatory and non-regulatory flags and classify risks appropriately in system to ensure customer requests 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 requests, as well as determine appropriate course of action.

Required Qualifications, US:

• 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.

Desired Qualifications:

• Ability to manage a pipeline of work from assignment to completion.
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Ability to take initiative and work independently with minimal supervision in a structured environment.
• Strong time management skills and ability to meet deadlines.
• Exposure to Wells Fargo SHAW (System of record for packages and loan products)
• Exposure to Wells Fargo MSP (Mortgage Servicing Platform) application
• Service Members Civil Relief Act (SCRA) experience.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.

Job Expectations:

• 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 and Hours:

• Location: 800 S Jordan Creek Pkwy, West, Des Moines, IA 50266
• Schedule: Monday-Friday 7am-4pm
• Must be available to work a hybrid model where you will be working three days onsite and two days remote each week.​ 

Posting End Date: 

*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.