Escalation Associate

at  Wells Fargo

WHY WELLS FARGO:

This is where your true career begins. We ranked #3 on the 2022 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.
We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

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

Required Qualifications, US:

• 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Familiarity with investigations case management systems, banking systems and operations
• Ability to quickly learn business operations and processes
• Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
• Ability to work independently and effectively in a virtual team environment
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
• Ability to make timely and independent judgement decisions
• Experience with business deposit, credit card, line, loan products
• Knowledge of banking regulations
• Excellent verbal, written, and interpersonal communication skills

Wells Fargo is seeking an Escalations Associate…

In this role, you will:

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Required Qualifications, US:

• 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• Familiarity with investigations case management systems, banking systems and operations
• Ability to quickly learn business operations and processes
• Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
• Ability to work independently and effectively in a virtual team environment
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
• Ability to make timely and independent judgement decisions
• Experience with business deposit, credit card, line, loan products
• Knowledge of banking regulations
• Excellent verbal, written, and interpersonal communication skills.

Job Expectations:

• Hybrid work model; Alternate 5 days in the office and 5 days remote