Lead Escalations Representative

at  Wells Fargo

APPLICANTS WITH DISABILITIES

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

Required Qualifications:

• 6+ 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, educatio

Desired Qualifications:

• Must have reach at least 2nd year College Undergraduate or its equivalent
• Amenable to report onsite and in 5 NEO
• Amenable to work on evening schedule

Wells Fargo is seeking a Lead Escalations Representative to be part of the Executive Complaints and Remediation Team
We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

In this role, you will:

• Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects
• Research, respond to, and resolve escalated inquiries
• Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
• Prioritize work and provide daily work leadership and mentorship to the support team
• Lead or contribute to client issue resolutions that require coordination amongst various teams
• Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints
• Consult project owners in case of high profile escalated case

Required Qualifications:

• 6+ 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:

• Must have reach at least 2nd year College Undergraduate or its equivalent
• Amenable to report onsite and in 5 NEO
• Amenable to work on evening schedules