Escalations Representative

• Support internal and external customers with inquiries 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 files for regulatory and non-regulatory flags and classify risks appropriately in system to ensure customer requests are addressed while maintaining compliance with internal company requirements and standards
• Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to the requests, as well as determine appropriate course of action

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

• Ability to manage a pipeline of work from assignment to completion
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Strong time management skills and ability to meet deadlines
• Exposure to Wells Fargo SHAW (System of record for packages and loan products)
• Exposure to Wells Fargo MSP (Mortgage Servicing Platform) application
• Service Members Civil Relief Act (SCRA) experience
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

• Ability to work additional hours as needed
• Ability to provide and work from a home office
• Willingness to work on-site at one of the stated job locations as directed