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Escalations Associate Manager

  • Operations
  • Full time
  • R-340113

About this role:

Wells Fargo is seeking an Escalations Associate Manager...

In this role, you will:

  • Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance

  • Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
    Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management

  • Leverage interpretation of policies, procedures, and practices
    Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers
    Manage allocation of people and financial resources for aligned functional area

  • Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards
    Be responsible for managing SLAs

  • Maintain Process related data

  • People Management  - includes but not limited to Conducting 1 on 1s, discussing error / provide feedback/ succession planning

    Required Qualifications, International:

  • Experience in Customer or Investor Facing, Disputes, Claims, or Fraud Resolution in the Financial Services or Credit Card Industry, or equivalent demonstrated or in Banking  through one or a combination of the following: work experience, training, military experience, education
    Experience in managing teams that process customer facing calls/ emails/ chat 1+ years of team management experience

Posting End Date: 

28 Feb 2024

*Job posting may come down early due to volume of applicants.

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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy


Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

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