Escalations Representative

at  Wells Fargo

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.

APPLICANTS WITH DISABILITIES

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

Required Qualifications, US:

• 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, educatio

Desired Qualifications:

• Intermediate Microsoft Office skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• SHAW system experience
• Service Members Civil Relief Act (SCRA) experience
• Knowledge and understanding of deposit products
• Knowledge and understanding of document research and review
• Knowledge and understanding of Hogan
• Knowledge and understanding of operational research
• Outstanding problem solving skills
• Strong analytical skills with high attention to detail and accuracy
• Strong research and documentation skills
• Experience meeting high production and quality standard

Wells Fargo is seeking an Escalations Representative

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, US:

• 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:

• Intermediate Microsoft Office skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• SHAW system experience
• Service Members Civil Relief Act (SCRA) experience
• Knowledge and understanding of deposit products
• Knowledge and understanding of document research and review
• Knowledge and understanding of Hogan
• Knowledge and understanding of operational research
• Outstanding problem solving skills
• Strong analytical skills with high attention to detail and accuracy
• 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 setting where you will be working on-site 3 days and at home 2 days OR rotate one week on-site and one week at home.