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:

• 4+ 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:

• Contact center experience
• Exposure to Wells Fargo Small Business Lending Operations systems such as: CPS, FDR, or BCS
• Knowledge and understanding of Hogan
• Knowledge and understanding of Small Business Lending Operations products and services
• Advance customer service experience
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Aptitude in navigated multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• Experience interacting positively with difficult or irate customers
• Experience with executing fast paced, high demand, environment while balancing multiple priorities
• Ability to follow policies, procedures, and regulations
• Experience managing a pipeline of work from assignment to completion
• Involvement with customer service while listening, eliciting information and comprehending customer issues
• Proficient corresponding with customer, responding to their questions and concerns with detailed information
• A BS/BA degree or highe

Wells Fargo is seeking a Senior Escalations Representative in Consumer & Small Business Banking providing coverage for Small Business Operations as apart of Consumer Lending. Learn more about the career areas and lines of business at www.wellsfargo.com .

In this role, you will:

• Support individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues, and respond to escalated inquiries, complaints and disputes on all Small Business products and accounts
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Respond independently to complaints escalated at the highest level
• Interact with internal and external customers to resolve their issues
• Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
• Complete a root cause analysis, looking for risks to the business and recommending improvements to the process/procedures used in Small Business Operations
• Partner with various departments and resolution teams outside and within the business to resolve escalated and complex issues
• Document identified risks and/or problems

Required Qualifications:

• 4+ 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:

• Contact center experience
• Exposure to Wells Fargo Small Business Lending Operations systems such as: CPS, FDR, or BCS
• Knowledge and understanding of Hogan
• Knowledge and understanding of Small Business Lending Operations products and services
• Advance customer service experience
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Aptitude in navigated multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• Experience interacting positively with difficult or irate customers
• Experience with executing fast paced, high demand, environment while balancing multiple priorities
• Ability to follow policies, procedures, and regulations
• Experience managing a pipeline of work from assignment to completion
• Involvement with customer service while listening, eliciting information and comprehending customer issues
• Proficient corresponding with customer, responding to their questions and concerns with detailed information
• A BS/BA degree or higher

Job Expectations:

• Ability to work nights, weekends, and/or holidays as needed or scheduled
• This position offers a hybrid work schedule
• Position locations listed above
• Relocation assistance is not available for this position
• This position is not eligible for Visa Sponsorship

Posting Location: