Lead Escalations Specialist-Registered

at  Wells Fargo

WHY WELLS FARGO:

This is where your true career begins. We ranked #2 on the 2023 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:

• 5+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examination (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registratio

Desired Qualifications:

• Experience in Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance
• Knowledge and understanding of securities industry
• Ability to interact with clients in a client-facing environment
• Strong analytical skills with high attention to detail and accuracy
• Experience delivering results in a fast-paced, deadline driven environment
• Strong organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office Skills
• Ability to successfully exceed goals with a results focus
• Ability to interact with all levels of an organization
• Excellent verbal, written, and interpersonal communication skill

Wells Fargo is seeking Lead Escalations Specialist Registered in Chief Operating Office Audit, providing coverage in: Operations, Regulatory and Policy Affairs, Enterprise Customer Excellence, Sales Practices Oversight and Management, and Strategic Execution and Operations. It also includes the Chief Administrative Office, encompassing the Corporate Properties Group, Corporate Security, Enterprise Business Resiliency, Strategic Programs and Process Improvement, Enterprise Change Management, Supply Chain Management, and Data Management and Insights.

In this role, you will:

• Lead the review of complex and sensitive customer complaints or inquiries, including those that are cross-functional with broad impact on loan quality and practices, and act as key participant in long-term planning for the executive offices requiring registered support
• Review and analyze complex, multi-faceted, longer-term business, operational, or technical challenges that require in-depth evaluation of multiple factors including intangibles or unprecedented factors
• Make decisions in complex and multi-faceted situations requiring solid understanding of the function, policies, regulations, procedures and compliance requirements that influence and lead the executive office to meet deliverables and drive new initiatives; determine and execute appropriate course of remedial action
• Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve sensitive customer complaints, inquiries, mediations, and corrective actions; may lead projects, teams or serve as a peer mentor
• Engage with customer via written and verbal communication to seek understanding, provide updates, and to clearly communicate resolution
• Review complex customer transactions, process gaps, or research that require in-depth evaluation and special handling in response to highly sensitive customer inquiries, allegations, and complaints
• Conduct investigative steps and prepare materials to fully identify the issues, including research on product information, terms, conditions, regulations, or contracts
• Propose recommendations which may have a fundamental impact on future loan quality, or are related to matters of high sensitivity and financial impact

Required Qualifications:

• 5+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examination (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Desired Qualifications:

• Experience in Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance
• Knowledge and understanding of securities industry
• Ability to interact with clients in a client-facing environment
• Strong analytical skills with high attention to detail and accuracy
• Experience delivering results in a fast-paced, deadline driven environment
• Strong organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office Skills
• Ability to successfully exceed goals with a results focus
• Ability to interact with all levels of an organization
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Successfully completed FINRA SIE and Series 7 exams to qualify for immediate registration
• Ability to work at one of our approved job posting locations
• Ability to alternate one week in office and one week remote