Senior Escalations Representative

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:

• 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:

• Excellent verbal, written, and interpersonal communication skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Previous experience using ECMP, CIV, and SVP applications
• Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Experience working Merchant Services Accounts
• Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing, especially gathering facts to make informed recommendations on customer issues and driving resulting actions through implementation/execution
• Excellent analytical and research skills, with high attention to detail and accuracy. Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames
• Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business
• Research, resolve, and respond to escalated inquiries and complaints
• Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research
• Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters
• Interact with integrity and a high level of professionalism
• Experience working with external business partners/vendors
• Bi-lingual (Spanish) is a plu

Wells Fargo is seeking a Senior Escalations Representative

In this role, you will:

• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• 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

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:

• Excellent verbal, written, and interpersonal communication skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Previous experience using ECMP, CIV, and SVP applications
• Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Experience working Merchant Services Accounts
• Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing, especially gathering facts to make informed recommendations on customer issues and driving resulting actions through implementation/execution
• Excellent analytical and research skills, with high attention to detail and accuracy. Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames
• Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business
• Research, resolve, and respond to escalated inquiries and complaints
• Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research
• Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters
• Interact with integrity and a high level of professionalism
• Experience working with external business partners/vendors
• Bi-lingual (Spanish) is a plus

Hybrid Schedule: 1 week in office/1 week remote