Senior Escalations Representative

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 individuals in providing resolutions for client inquiries and complaints

• Determine appropriate course of action and conduct investigative steps to fully identify customer issues, and respond to escalated inquiries, complaints and disputes on all Small Business products and accounts

• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction

• 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

• Complete a root cause analysis, looking for risks to the business and recommending improvements to the process/procedures used in Small Business Operations

• Partner with various departments and resolution teams outside and within the business to resolve escalated and complex issues

• Document identified risks and/or problems

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

• A BS/BA degree or higher

• 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

• Ability to navigate 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

• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

• Ability to follow policies, procedures, and regulations

• Ability to manage a pipeline of work from assignment to completion

• Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues

• Ability to research and correspond with customers, responding to their questions and concerns with detailed information

Job Expectations:

• Ability to work nights, weekends, and/or holidays as needed or scheduled

• Hybrid Schedule

• No Visa sponsorship available

• Must be in the posting location

Posting Location:

• 11601 N Black Canyon Hwy PHOENIX, AZ 85029

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.