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Lead Escalations Representative

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About this role: Wells Fargo is seeking a Lead Escalations Representative in Line of Business Escalated Complaints as part of the Consumer and Small Business Operations. Learn more about our career areas and lines of business at 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 Escalations 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: Leadership experience including training, coaching and providing performance feedback to less experience staff Everyday Banking, Fraud, and Collections experience Experience with these applications: Customer Information View (CIV), Store Vision Platform (SVP) and Virtual Library (VL) Experience resolving and working through escalated and complex customer issues/Ability to manage multiple complaint cases and meet deadlines Excellent verbal, written, and interpersonal communication skills Ability to multi-task and navigate through multiple systems Strong attention to detail and organization skills Ability to develop and negotiate solutions to issues with partners or clients including escalations as needed Basic Microsoft Office skills Experience interacting positively with difficult or irate customers Experience operating within a contact center environment (call center) Experience with Wells Fargo Customer service policies, processes, and procedures Ability to interact with integrity and a high level of professionalism with all levels of team members and management Knowledge and understanding of Wells Fargo Enterprise Complaints Policy Job Expectations: Training: 60 days (on the job training) Schedule: Monday-Friday 8 am – 4:30 pm or 8:30 am – 5:00 pm This position offers a Hybrid schedule This position is not eligible for Visa sponsorship Posting Location: 1525 W WT Harris Blvd Charlotte, NC (Selected candidate must reside within a commutable distance to this location) Posting End Date: 5 Jul 2024 *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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. 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. Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 47 on Fortune?s 2023 rankings of America?s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at LinkedIn: For questions on how to search and apply, visit our frequently asked questions