About this role:
Wells Fargo is seeking a Lead Escalation Representative for EDB/LOB Escalations process.
In this role, you will:
- Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects
- Research, respond to, and resolve escalated inquiries
- Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support.
- Prioritize work and provide daily work leadership and mentorship to the support team
- Lead or contribute to client issue resolutions that require coordination amongst various teams
- Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints.
- Consult project owners in case of high profile escalated case.
Required Qualifications:
- 6+ 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:
- 6+ 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
- Should have hands-on experience and working knowledge of EDB/LOB Escalations process
- Thorough understanding and up-to-date on EDB Complaints, Policies and Procedures
- Good understanding of all the QA attributes and Regulations
- Strong connect with Cross Functional Teams required
- Excellent Written/Oral Communication skills
- Good Knowledge of Deposit Products, Online Banking, Card Claims etc.
Job Expectations:
- Should be willing to work in nigh shift with rotational weekly offs with 100% Work from Office.
Posting End Date:
*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.
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.
