About this role:

Wells Fargo is seeking an Escalation Associate – Registered to support our Complaint Resolution group.

In this role, you will:

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions

• 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, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters

• 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:

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

• US only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Desired Qualifications:

• 6+ months of brokerage complaint handling experience

• 6+ months brokerage client support experience or operations experience

• Experience resolving and working through escalated and complex issues

• Experience managing complaints and objections effectively and professionally

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

• Ability to identify customer needs and obstacles and take the necessary steps to problem solve

• Solid understanding of brokerage products and services

• Strong business writing skills including knowledge of correct grammar, punctuation, structure, and typography

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

• Strong analytical and problem-solving skills with high attention to detail and accuracy

• Strong organizational, multi-tasking, and prioritizing skills

• Strong time-management and case management skills

• Ability to quickly adapt to changes in processes and procedures if needed

• Ability to effectively manage large case inventory and quickly adapt to changes in inventory levels

• Intellectual curiosity and willingness to learn

Job Expectations:

• Must be able to work a hybrid schedule at one of the posted locations. Relocation assistance is not available.

• This role is not eligible for Visa Sponsorship.

• US only: Obtaining and/or maintaining appropriate FINRA license(s) is required for ongoing employment in this position. Compliance with state law registration and licensing requirements is mandatory. In addition to state registration and licensing requirements, specific product licenses or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards. Wells Fargo will initiate the FINRA licensing review process at the time of offer acceptance. For specific FINRA qualification exams obtained after 9/30/2018, the Securities Industry Essentials (SIE) exam co-requisite is required

Posting End Date:

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

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. 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 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.