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Escalations Representative

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Wells Fargo

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Hyderabad, +1

AI generated summary

  • You need 2+ years of contact experience in Financial Services, or equivalent work, training, military experience, or education.
  • You will assist customers with financial inquiries, investigate issues, resolve complaints, classify risks, escalate concerns as needed, and negotiate settlements between parties.

Requirements

  • 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

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 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

FAQs

What are the primary responsibilities of an Escalations Representative at Wells Fargo?

The primary responsibilities include supporting internal and external customers with inquiries and complaints, conducting investigative steps to identify issues, processing complex transactions, resolving client issues, and serving as an intermediary to negotiate settlements.

What qualifications are required for this position?

A minimum of 2+ years of contact experience in a Financial Services environment or equivalent demonstrated through work experience, training, military experience, or education is required.

Is experience in the financial services industry necessary?

Yes, experience in the financial services industry is necessary, specifically 2+ years in a contact role.

How does Wells Fargo approach diversity and inclusion in the hiring process?

Wells Fargo values diversity, equity, and inclusion and welcomes applications from all qualified candidates regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, or any other status protected by applicable law.

What does the escalation process entail for non-routine client concerns?

The escalation process involves receiving direction from supervisors and escalating non-routine client concerns to more experienced individuals for resolution.

Are there any accommodations available for applicants with disabilities?

Yes, accommodations for applicants with disabilities are available upon request during the recruitment process.

What is expected from employees regarding risk and compliance obligations?

Employees are accountable for executing applicable risk programs, effectively following Wells Fargo policies and procedures, fulfilling risk and compliance obligations, and making sound risk decisions.

Is the job position remote or in-office?

The job may involve hybrid work; however, specifics regarding remote work opportunities should be confirmed during the application process.

What is the posting end date for this job?

The posting end date is not specified; however, the job posting may come down early due to the volume of applicants.

How does Wells Fargo maintain its drug and alcohol policy?

Wells Fargo maintains a drug-free workplace, and applicants can review the Drug and Alcohol Policy to learn more.

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Wells Fargo

Finance
Industry
10,001+
Employees
1929
Founded Year

Mission & Purpose

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with approximately $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through more than 7,300 locations, 12,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in over 40 countries and territories to support customers who conduct business in the global economy. With approximately 250,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 41 on Fortune’s 2022 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. © 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.