About this role:

Wells Fargo is seeking a Lead Escalations Representative to join Wells Fargo Consumer and Small Business Banking Operations (CSBBO) Line of Business Escalated Complaints team. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects
Research, respond to, and resolve escalated inquiries
Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
Prioritize work and provide daily work leadership and mentorship to the support team
Lead or contribute to client issue resolutions that require coordination amongst various teams
Provide guidance and subject matter expertise to immediate team on performing comprehensive review of customer complaints
Consult project owners in case of high profile escalated case

Required Qualifications:

6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
Customer service focus with the ability to analyze, research, and respond to moderately complex customer issues and complaints
Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
Leadership experience including; coaching, training, and mentoring
Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
Experience developing partnerships and collaborating with other business and functional areas
Experience managing a pipeline of work from assignment to completion
Experience resolving and working through escalated and complex customer issues
Ability to achieve high production and quality standards
Ability to assess current processes/procedures and make recommendations for efficiency
Ability to assess issues, make quick decisions, implement solutions, and influence change
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to motivate and provide performance feedback to staff
Excellent verbal, written, and interpersonal communication skills
Experience with bank systems including CLAIMS, Hogan, Store Vision Platform (SVP), Operation Image Browser (OIB), Customer Contact Management (CCM), Customer Information View (CIV), DIPR and MARS
Exposure to Wells Fargo ECMP-Portal (Enterprise Complaints Management Platform Portal) application

Job Expectations:

Ability to work on-site at work location
Hours of Operation: 6:30am-6:30pm Monday – Friday

Posting Location:

4101 Wiseman Blvd Bldg 102, San Antonio, Texas

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

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Lead Escalation Representative

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