Senior 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 .

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
• Intermediate Microsoft Office skills
• Experience with Mortgage Servicing/Lending
• Excellent analytical and research skills, with high attention to detail and accuracy.
• Solid problem-solving skills.
• Experience in data analysis and report generation
• Ability to develop partnerships and collaborate with other business and functional areas
• Ability to interact with integrity and a high level of professionalism with all levels of employees including management
• Technical skills: MSP, ICMP, BIA, and/or JIR

Wells Fargo is seeking a Senior Escalations Representative to be part of our Special Loans Operations Team in Consumer Lending Operations.
The Senior Escalations Representative will be responsible for the validation and accuracy of systems data regarding mortgage servicing processes.
Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Act as a Work Director for the Special Loans Operations Team
• 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

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
• Intermediate Microsoft Office skills
• Experience with Mortgage Servicing/Lending
• Excellent analytical and research skills, with high attention to detail and accuracy.
• Solid problem-solving skills.
• Experience in data analysis and report generation
• Ability to develop partnerships and collaborate with other business and functional areas
• Ability to interact with integrity and a high level of professionalism with all levels of employees including management
• Technical skills: MSP, ICMP, BIA, and/or JIRA

Job Expectations:

• This position requires compliance with all mortgage regulatory requirements and Wells Fargo’s compliance policies related to these requirements. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
• This position offers a Hybrid work schedule.

Position is Not eligible for Visa Sponsorship