Escalations Representative
About the position
Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit. In this role, you will: 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 research to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues 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 concerns raised, as well as determine appropriate course of action. Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
Responsibilities
• 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 research to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues 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 concerns raised, as well as determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
Requirements
• 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
Nice-to-haves
• Excellent verbal, written, and interpersonal communication skills.
• Intermediate Microsoft Office Suite skills
• 1+ years’ experience in Call Center environment in Financial Services Industry.
• Strong organizational, multi-tasking, and prioritization skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.
• Ability to research and effectively resolve customer escalated issues.
• General knowledge and understanding of consumer credit card products, policies, and procedures.
• Good analytical skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
• CIV, CSS, and/or BCS
Apply Now
Apply Now
Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit. In this role, you will: 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 research to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues 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 concerns raised, as well as determine appropriate course of action. Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
Responsibilities
• 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 research to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues 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 concerns raised, as well as determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
Requirements
• 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
Nice-to-haves
• Excellent verbal, written, and interpersonal communication skills.
• Intermediate Microsoft Office Suite skills
• 1+ years’ experience in Call Center environment in Financial Services Industry.
• Strong organizational, multi-tasking, and prioritization skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.
• Ability to research and effectively resolve customer escalated issues.
• General knowledge and understanding of consumer credit card products, policies, and procedures.
• Good analytical skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
• CIV, CSS, and/or BCS
Apply Now
Apply Now