Escalations Representative - Customer Support and Risk Management in Financial Services

Join Our Team as an Escalations Representative and Make a Difference in Financial Services

At Wells Fargo, we're committed to building a better future for our customers, employees, and communities. We're seeking a talented and motivated Escalations Representative to join our team, working remotely and providing exceptional support to internal customers. As an Escalations Representative, you'll play a critical role in ensuring compliance with regulatory requirements, managing risk, and delivering high-quality service.

About Wells Fargo and Our Culture

Wells Fargo is a leading financial services company with approximately $1.9 trillion in assets. We're dedicated to providing a diversified set of banking, investment, and mortgage products and services to our customers. Our company culture is built on the principles of diversity, equity, and inclusion, and we're committed to creating a workplace where everyone feels valued and inspired.

We believe in fostering a culture of strong customer relationships balanced with a strong risk-mitigating and compliance-driven culture. Our employees are accountable for executing all applicable risk programs, including effectively following and adhering to Wells Fargo policies and procedures, fulfilling risk and compliance obligations, and making sound risk decisions.

Job Summary

As an Escalations Representative, you'll work in a fast-paced environment, supporting internal customers in the application of SCRA benefits to financial products and services. You'll conduct investigative steps to identify issues, process complex transactions online, and provide reviews and feedback to determine appropriate courses of action. This role requires strong analytical skills, attention to detail, and excellent communication skills.

Key Responsibilities

• Support internal customers in the application of SCRA benefits to financial products and services
• Conduct investigative steps to identify issues and process complex transactions online
• Perform moderately complex reviews of SCRA activities with an emphasis on risk management, quality, and compliance
• Provide reviews and feedback to determine appropriate courses of action related to SCRA
• Work closely with lines of business to provide quality scores and guidance based on reviews
• Assist with internal audits and testing as needed
• Maintain composure in a fast-paced, deadline-driven production environment

Essential Qualifications

• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through work experience, training, military experience, or education
• In-depth knowledge and understanding of the Servicemembers Civil Relief Act (SCRA)
• Ability to independently manage a pipeline of work and meet deadlines
• Quality Review/Quality Control experience, including providing written and verbal feedback
• Strong analytical skills with high attention to detail and accuracy
• Highly effective communication skills, including the ability to communicate verbally and in writing in a clear and concise manner

Preferred Qualifications

• 1+ year of financial services experience within mortgage, auto, credit cards, small business lending, home equity, retail, and/or similar lines of business
• Experience building partnerships with team members and other lines of business
• Strong understanding of policies and procedures
• Willingness to take initiative, including asking questions and researching answers
• Ability to identify operational process gaps
• Systems experience, including Service Member Information System (SMIS), Business Process Management (BPM), Hogan, Imaging and Content Managing Platform (ICMP), (FDR), (IRRIS), (CSS), 1OFC

Career Growth Opportunities and Learning Benefits

At Wells Fargo, we're committed to helping our employees grow and develop their skills. As an Escalations Representative, you'll have opportunities to:

• Develop your analytical and problem-solving skills
• Improve your communication and customer service skills
• Learn about regulatory requirements and risk management practices
• Participate in training and development programs
• Advance your career within the company

Work Environment and Company Culture

As an Escalations Representative, you'll work in a remote environment, with the flexibility to work from anywhere. You'll be part of a team that's committed to diversity, equity, and inclusion, and you'll have opportunities to contribute to our company culture.

We're proud to offer a work environment that's:

• Flexible and remote-friendly
• Collaborative and team-oriented
• Committed to diversity, equity, and inclusion
• Focused on employee development and growth

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary ($21+ per hour, based on experience)
• Opportunities for career growth and advancement
• Comprehensive benefits package
• Flexible work arrangements

How to Apply

If you're a motivated and talented professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role.

Don't miss this opportunity to join our team and make a difference in financial services. Apply now!