Escalations Representative

About This Role

Wells Fargo is seeking an Escalations Representative in Consumer Lending as part of the Cards Credit Bureau Disputes team.

Key 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.
• Classify risks appropriately in a 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 raised concerns and determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.

Requirements & Tech Stack

• 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.
• Ability to provide and work from a home office.
• Position Hours: Monday - Friday 7am-3:30pm or 8:00am - 4:30pm.

Desired Qualifications

• Strong analytical skills with high attention to detail and accuracy.
• Ability to achieve high production and quality standards.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to execute in a fast-paced, high-demand environment while balancing multiple priorities.
• Excellent verbal, written, and interpersonal communication skills.
• Knowledge and understanding of credit card dispute resolution.
• Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills.
• Knowledge and understanding of Shaw, ACAPS, FDR, ECaR, and/or other Consumer Lending applications.
• Knowledge and understanding of credit bureau attributes.