About this role:
Wells Fargo is seeking an Escalation Associate – Registered to support our Complaint Resolution group.
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
Required Qualifications:
6+ months of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
US only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration
Desired Qualifications:
6+ months of brokerage complaint handling experience
6+ months brokerage client support experience or operations experience
Experience resolving and working through escalated and complex issues
Experience managing complaints and objections effectively and professionally
Client service focus with the ability to listen to customer needs and recommend solutions
Ability to identify customer needs and obstacles and take the necessary steps to problem solve
Solid understanding of brokerage products and services
Strong business writing skills including knowledge of correct grammar, punctuation, structure, and typography
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Strong analytical and problem-solving skills with high attention to detail and accuracy
Strong organizational, multi-tasking, and prioritizing skills
Strong time-management and case management skills
Ability to quickly adapt to changes in processes and procedures if needed
Ability to effectively manage large case inventory and quickly adapt to changes in inventory levels
Intellectual curiosity and willingness to learn
Job Expectations:
Must be able to work a hybrid schedule at one of the posted locations. Relocation assistance is not available.
This role is not eligible for Visa Sponsorship.
US only: Obtaining and/or maintaining appropriate FINRA license(s) is required for ongoing employment in this position. Compliance with state law registration and licensing requirements is mandatory. In addition to state registration and licensing requirements, specific product licenses or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards. Wells Fargo will initiate the FINRA licensing review process at the time of offer acceptance. For specific FINRA qualification exams obtained after 9/30/2018, the Securities Industry Essentials (SIE) exam co-requisite is required
