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:

• In depth knowledge and understanding of the Servicemembers Civil Relief Act (SCRA)
• 1+ year of financial services experience within mortgage, auto, credit cards, small business lending, home equity, retail, and/or similar lines of business
• Ability to independently manage a pipeline of work and meet deadlines
• Quality Review/Quality Control experience, including providing written and verbal feedback
• Strong analytical skills with high attention to detail and accuracy
• Highly effective communication skills, including the ability to communicate verbally and in writing in a clear and concise manner
• Ability to work in a team environment to achieve business, production, and quality goals
• Experience building partnerships with team members and other lines of business
• Strong understanding of policies and procedures
• Willingness to take initiative including asking questions and researching answers
• Ability to maintain composure in a fast-paced, deadline driven production environment
• Research experience, including utilizing multiple systems, in a financial services environment
• Systems experience including Service Member Information System (SMIS), Business Process Management (BPM), Hogan, Imaging and Content Managing Platform (ICMP), (FDR), (IRRIS), (CSS), 1OFC
• Experience participating in audits and testing in a financial service environment
• Ability to identify any operational process gap

Wells Fargo is seeking an Escalations Representative.

In this role, you will:

• Support internal customers in the appropriate application of SCRA benefits to 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 reviews of SCRA activities with an emphasis on risk management, quality, and compliance with internal company requirements and standards
• Receive direction from supervisors, and escalate non-routine concerns to more experienced individuals
• Provide support for Advanced Default Protection, Overdraft Collection and other lines of business as directed (e.g., Home Lending and Auto pre-repo among others), by providing reviews and feedback in determining appropriate courses of action related to SCRA
• Work closely with the lines of business in providing quality scores and guidance based on reviews
• May assist with internal audits and testing
• Work under minimal supervision in a fast-paced environment

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:

• In depth knowledge and understanding of the Servicemembers Civil Relief Act (SCRA)
• 1+ year of financial services experience within mortgage, auto, credit cards, small business lending, home equity, retail, and/or similar lines of business
• Ability to independently manage a pipeline of work and meet deadlines
• Quality Review/Quality Control experience, including providing written and verbal feedback
• Strong analytical skills with high attention to detail and accuracy
• Highly effective communication skills, including the ability to communicate verbally and in writing in a clear and concise manner
• Ability to work in a team environment to achieve business, production, and quality goals
• Experience building partnerships with team members and other lines of business
• Strong understanding of policies and procedures
• Willingness to take initiative including asking questions and researching answers
• Ability to maintain composure in a fast-paced, deadline driven production environment
• Research experience, including utilizing multiple systems, in a financial services environment
• Systems experience including Service Member Information System (SMIS), Business Process Management (BPM), Hogan, Imaging and Content Managing Platform (ICMP), (FDR), (IRRIS), (CSS), 1OFC
• Experience participating in audits and testing in a financial service environment
• Ability to identify any operational process gaps

Job Expectations:

• This position requires compliance with all SCRA regulatory requirements and Wells Fargo’s compliance policies
• Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
• Ability to work additional hours as needed
• Ability to provide and work from a home office
• Willingness to work on-site at one of the stated job locations as directed

Locations:

• West Des Moines, IA
• San Antonio, TX

Pay:

• $21+ (based on experience)
• Schedule: Monday-Friday from 8:00am-5:00pm CST. Must be available to work a hybrid model where you will be working three days onsite and two days from home each week.