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Escalations Associate

Wells Fargo

Wells Fargo

West Des Moines, IA, USA
Posted on Monday, June 10, 2024
Job Description

Why Wells Fargo:

This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.

We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.

About this role:

Wells Fargo is seeking an Escalations Associate

In this role, you will:

  • Research and resolve escalated inquiries and complaints involving branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products.

  • Handle a pipeline of escalated complaints within ECMO (Enterprise Complaints Management Office) SAGE (Stakeholder, Agency, Government, Executive) involving complaints escalated through regulatory and government agencies and Wells Fargo executives/Board of Directors.

  • Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online.

  • Review escalated inquiries and complaints that require special handling and ensure resolution or negotiation of sensitive and time critical matters. Providing the appropriate resolution will require the employee to write letters and communicate via phone calls with customers and stakeholders.

  • Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations.

  • Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints.

Required Qualifications, US:

  • 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

  • 6+ months of experience handling customer complaints

Desired Qualifications:

  • Product knowledge in the area of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products

  • 6+ months of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products experience

  • Advanced communication skills (written and verbal)

  • Experience resolving and working through escalated and complex issues

  • Experience managing complaints effectively and professionally

  • Client service focus with the ability to listen to and identify customer needs

  • Ability to recommend solutions to customer needs and take the necessary steps to problem solve

  • Ability to think critically and think outside the box to come up with creative solutions to complex issues

  • Strong research skills and background

  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills

  • Strong analytical skills with high attention to detail and accuracy to ensure adherence to compliance standards

  • Strong organizational and multi-tasking skills

  • Strong time management skills with the ability to manage varied caseloads in a fast-paced environment

  • Ability to maintain a pipeline of cases and accurately prioritize

Job Expectations:

Hybrid schedule 1 week office / 1 week home


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.