Escalations Representative

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities, you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.

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 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

Required Qualifications:

• 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:

• 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

Job Expectations:

• 6 weeks paid Training. Selected candidate is expected to attend the full duration of training.

• Must work on-site at the location posted (Hybrid - A/B week model)

• 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.

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.