Escalations Representative

About this role:

Wells Fargo is seeking an Escalations Representative supporting military accounts Service Members Civil Relief Act (SCRA).

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 Service Members Civil Relief Act (SCRA) experience

• Knowledge and understanding of Hogan and SHAW system experience

• Strong analytical skills with high attention to detail and accuracy

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information

• Intermediate Microsoft Office skills

• Excellent verbal, written, and interpersonal communication skills

• Knowledge and understanding of deposit products

• Knowledge and understanding of document research and review

• Knowledge and understanding of operational research

• Outstanding problem-solving skills

• Strong research and documentation skills

• Experience meeting high production and quality standards

Job Expectations:

• This position requires compliance with all SCRA regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents

• Location: 800 S Jordan Creek Pkwy WEST DES MOINES IA 50266

• Hours: Monday-Friday 8:00am-5:00pm.

• Hybrid model working on-site 3 days and at remote 2 days

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.