About this role:Wells Fargo is seeking a Senior Escalation Manager supporting Unsecured Lending Operations and Escalations within Consumer Lending Operations.
In this role, you will:- Manage and develop teams of supervisors or managers that are responsible for responding to complaints and inquiries from internal and external clients
- Define and plan the achievement of goals and objectives of the Escalations functional area
- Identify and recommend opportunities for process improvement and development of service standards and goals within Escalations
- Direct managers as needed to accomplish goals and resolve the most complex problems or inquiries for the functional area
- Determine appropriate strategy and actions of customer service team to resolve complex problems or inquiries
- Interpret and develop policies, procedures, and service standards of Escalations functional area to ensure compliance with both government regulations and company policy
- Collaborate with supervisors or managers to monitor issues and to ensure quality and efficiency in the Customer Service functional area
- Manage allocation of people and financial resources to ensure Escalations commitments are met and align with strategic objectives of associated functional area
- Develop and guide a culture of talent development to meet business objectives and strategy
Required Qualifications:- 6+ years of Customer or Investor-facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 3+ years of management experience
Desired Qualifications:- Experience with risk management, control execution and risk strategy.
- Good analytical skills with high attention to detail and accuracy
- Ability to create and improve process through strategic thinking
- Ability to take initiative, identify opportunities and implement change
- Strong collaboration and partnering skills
- Knowledge and understanding of Risk and Control Self-Assessment (RCSA), and Control Management Systems
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Job Expectations:- This position is not eligible for Visa Sponsorship.
- This position offers a hybrid work schedule
- Ability to travel 25%
Locations:- 800 S Jordan Creek Pkwy WEST DES MOINES, IA
- 2150 W. Pinnacle Peak Rd. PHOENIX, AZ
- 1525 W WT Harris Blvd, CHARLOTTE, NC
Required locations for this position is listed above. Relocation assistance is not available for this positionPosting End Date: 1 Dec 2024
*Job posting may come down early due to volume of applicants. We Value DiversityAt Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol PolicyWells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
