Wells Fargo
Senior Escalations Representative
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 Consumer Deposit 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 We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. 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.
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 Consumer Deposit 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 We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. 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.