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Wells Fargo · 1 day ago

Escalations Representative

Roanoke, VA

Full-time

Hybrid

Entry Level

2+ years exp

Wells Fargo is a leading financial services company seeking an Escalations Representative to support their Unsecured Lending Operations. The role involves assisting customers with inquiries and complaints regarding financial products, conducting research to resolve issues, and ensuring compliance with internal standards.

BankingFinancial ServicesFinTechInsurancePayments

No H1B

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

Qualification

Financial Services experienceCustomer service skillsMicrosoft Office SuiteCall Center experienceAnalytical skillsMulti-tasking skillsProfessionalismResearch skillsCIVCSSBCSInterpersonal communicationOrganizational skillsAttention to detailNegotiation skills

Required

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

Preferred

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

Technical Skills: CIV, CSS, and/or BCS