Merchant Services 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, 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:

• 2+ years of customer service experience
• Merchant services experience, or experience dealing with third parties
• Financial services industry experience
• Customer service focus with the ability to analyze, research, and respond to customer issues and complaints
• Experience managing a pipeline of work from assignment to completion
• Strong conflict resolution skills
• Experience managing a pipeline of work from assignment to completion
• Demonstrated ability to manage to production goals, deadlines, and various metrics
• Experience exercising independent judgment and applying creative problem solving techniques
• Proven ability to develop and negotiate solutions to issues with partners or clients including escalations as needed
• Experience taking initiative and working independently with minimal supervision
• Strong organizational, multi-tasking, and prioritizing skills
• Strong analytical skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skill

Wells Fargo is seeking an Escalations Representative to join the Merchant Services Complaints Support team, as part of the Cards & Merchant Services (CMS) organization within the Consumer Lending group. Learn more about the career areas and business divisions at wellsfargojobs.com .

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:

• 2+ years of customer service experience
• Merchant services experience, or experience dealing with third parties
• Financial services industry experience
• Customer service focus with the ability to analyze, research, and respond to customer issues and complaints
• Experience managing a pipeline of work from assignment to completion
• Strong conflict resolution skills
• Experience managing a pipeline of work from assignment to completion
• Demonstrated ability to manage to production goals, deadlines, and various metrics
• Experience exercising independent judgment and applying creative problem solving techniques
• Proven ability to develop and negotiate solutions to issues with partners or clients including escalations as needed
• Experience taking initiative and working independently with minimal supervision
• Strong organizational, multi-tasking, and prioritizing skills
• Strong analytical skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Willingness to work on-site at stated location on the job opening
• This position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship
• Travel up to 10% of the time

Job posting may come down early due to volume of applicants

Posting Locations:

• 800 S Jordan Creek Parkway, West Des Moines, IA 50266
• 250 E John Carpenter Fwy, Irving, TX 75062

Required locations for this position are listed above. Relocation assistance is not available for this position.