Escalations Associate

Wells Fargo Bank•Chandler, AZ

1d•$29 - $48•Hybrid

About The Position

Wells Fargo is seeking an Escalations Associate In this role, you will: Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Requirements

6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Product knowledge in the area of auto lending or servicing
6+ months of ECMO or complaint handling experience
Advanced communication skills (written and verbal)
Experience resolving and working through escalated and complex issues
Experience working executive office complaints
Experience managing complaints effectively and professionally
Client service focus with the ability to listen to and identify customer needs
Ability to recommend solutions to customer needs and take the necessary steps to problem solve
Ability to think critically and think outside the box to come up with creative solutions to complex issues
Strong research skills and background
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Strong analytical skills with high attention to detail and accuracy to ensure adherence to compliance standards
Strong organizational and multi-tasking skills
Strong time management skills with the ability to manage varied caseloads in a fast-paced environment
Ability to maintain a pipeline of cases and accurately prioritize

Responsibilities

Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints