Escalation Associate

About the position

Wells Fargo is seeking an Escalations Associate to handle escalated inquiries and complaints related to financial services. The role involves researching and resolving issues, processing complex transactions, and ensuring compliance with internal and external guidelines. The position requires strong investigative skills and the ability to communicate effectively with management and other stakeholders.

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.

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

• 6+ months of Agency or LOB complaints experience
• Non-fraud/fraud claims experience
• Familiarity with investigations case management systems, banking systems, and operations
• Experience in the composition of formal business correspondence
• Heavy phone and research skills
• Excellent Written and Verbal Communication Skills
• Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills

Benefits

• Competitive salaries
• Rich benefits package focusing on wellness, work-life balance, and financial health