Escalations Representative

$51,480 - $51,480/Yr

Wells Fargo - San Antonio, TX

Full-time

San Antonio, TX

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking an Escalations Representative in the Line of Business Escalated Complaints as part of the Consumer and Small Business Operations. This role involves supporting internal and external customers with inquiries and complaints regarding financial products and services, conducting investigations to identify issues, and processing complex transactions. The representative will also review complaints for regulatory flags and ensure compliance with company standards while resolving client issues.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Conduct investigative steps to identify issues and process complex transactions online.
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags.
• Classify risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance.
• Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals.
• Interact with internal and external customers to respond to raised concerns and determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements.

Requirements

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

Nice-to-haves

• Experience managing complaints and objections effectively and professionally.
• Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints.
• Strong organizational, multi-tasking, and prioritizing skills.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical skills with high attention to detail and accuracy.
• Experience delivering results in a fast-paced, deadline-driven environment.
• Ability to take initiative and work independently with minimal supervision in a structured environment.
• Ability to work effectively in a team environment and across all organizational levels.

Benefits

• Competitive hourly wage starting at $24.75 per hour.
• Opportunities for career advancement within Wells Fargo.
• Comprehensive training program for new hires.