Job Description

Escalations Representative

Wells Fargo is seeking an Escalations Representative on the Servicing National Escalation Team as part of Customer Experience in Home Lending. Learn more about the career areas and lines of business at wellsfargojobs.com.

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 initiatives 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 raised concerns, as well as determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly.

Required Qualifications:

• 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.

Desired Qualifications:

• 2+ years of mortgage loan servicing or processing experience.
• Strong verbal and written communication skills.
• Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complex customer issues.
• Ability to gather, organize, and interpret information.
• Strong analytical skills with high attention to detail and accuracy.
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
• Intermediate Microsoft Office skills specifically Excel, PowerPoint, and SharePoint.
• Experience with or exposure too applications: ECMP, CIV, MSP, ECAR.

Job Expectations:

• Visa sponsorship is NOT available for this position.
• Relocation assistance is NOT available for this position.
• This position offers a HYBRID schedule but MUST reside within a commutable distance from one of the locations listed below.
• Required Location(s): 4101 Wiseman Blvd Bldg. San Antonio, TX 78251 or 800 S Jordan Creek Parkway West Des Moines, IA

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

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

Wells Fargo Recruitment and Hiring Requirements:

• Third-Party recordings are prohibited unless authorized by Wells Fargo.
• Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

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