Senior Escalations Representative

Company: Wells Fargo
Location: Tempe
Posted on: March 16, 2023

Job Description:

About this role:

Wells Fargo is seeking a Senior Escalations Representative supporting Small Business Banking in Tempe, Arizona. As a Senior Escalations Representative, you will be responsible for managing escalated customer complaints, researching and reviewing escalated complaints, partnering with other internal departments to determine an appropriate course of action leading to an effective resolution, while also maintaining positive relationships with the customer and key stakeholders. Learn more about the career areas and lines of business at wellsfargojobs.com .

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:
    • Ability to work with and de-escalate upset or angry customers.
    • Excellent written and verbal communication skills.
    • Experience in at least 3 of the following systems: FDR, Hogen, ECMP, UW, SVP, VCS, CIV
    • Previous experience in Intake or Escalations roles. Job Expectations:
      • Must be able to work overtime when needed. This could include nights, weekends, and holidays.
      • Must be able to report to the physical location when Covid restrictions are lifted. We Value Diversity
        
        At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
        
        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. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
        
        Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
        
        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.

Keywords: Wells Fargo, Tempe , Senior Escalations Representative, Other , Tempe, Arizona