Senior Escalations Representative -Home Lending Customer Experience

About this role:

Wells Fargo is seeking a Senior Escalations Representative on Closing After Hours Team as apart of Customer Experience in Home Lending. Learn more about the career areas and lines of business at wellsfargojobs.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, Closing, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• 4 years of Mortgage Closing experience
• FHA/VA loan experience but preferably all specialty products
• CORE experience
• Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complex customer issues.
• Ability to gather, organize, and interpret information.
• Strong analytical skills with high attention to detail and accuracy
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment. 
• Intermediate Microsoft Office skills – specifically Excel, PowerPoint, and SharePoint
• Strong verbal and written communication skills

Job Expectations:

• Visa sponsorship is NOT available for this position.
• Relocation assistance is NOT available for this position.
• This position offers a HYBRID schedule but MUST reside within a commutable distance from one of the locations listed below
• Work hours will be 10am-7pm PST; 11am-8pm Mountain Time

Required Location:

• 2850 South Price Road Chandler, AZ

JOB POSTING MAY COME DOWN EARLY DUE TO HIGH VOLUME OF APPLICATIONS.

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.