Escalations Representative

6 months ago

Hyderabad, India Wells Fargo Full time

**About this role**:
Wells Fargo is seeking an Escalations Representative...

**In this role, you will**:

- 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, and classify risks appropriately in 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 the raised concerns, as well as determine appropriate course of action
- Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

**Desired Qualifications**:

- Covers jobs responsible for managing escalated customer complaints companywide, which in some cases may require special handling.
- Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.

Duties may include: 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, and classify risks appropriately in 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 the raised concerns, as well as determine appropriate course of action, Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly
- Good command of English language with excellent written skills. Past experience in written process of customer service/financial service/banking/fraud & claims preferred with 1+ years' experience.
- Should be open to working in night/noon shifts with staggered weekly off's

**We Value Diversity**

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.

**Drug and Alcohol Policy**

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

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