Escalations Representative

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system
• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
• Intermediate Microsoft Office skills
• Experience managing complaints and objections effectively and professionally
• Previous experience using ECMP, CIV, and SVP applications
• Ability to research and resolve complex customer issues
• Strong attention to detail and accuracy skills
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management

robust benefits, competitive compensation, programs designed to help you find work-life balance and well-being, rewarded for investing in your community, celebrated for being your authentic self, empowered to grow