Senior Escalations Management Specialist
7 days ago
We are seeking a Senior Escalations Representative to join our team at Wells Fargo Bank. In this role, you will be responsible for managing complex customer inquiries and providing resolutions in a timely manner.
About This RoleThis is an excellent opportunity for individuals who enjoy working in a fast-paced environment and have strong communication skills. As a Senior Escalations Representative, you will work closely with internal teams to resolve customer issues and provide exceptional service.
Key Responsibilities- Support less experienced colleagues in providing resolutions for client inquiries and complaints
- Determine the appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules and providing work direction to the team
- Assist in setting performance standards and recommend process or policy improvements to enhance customer satisfaction
- Provide subject matter expertise and interpretation of procedures to less experienced colleagues
- Respond independently to complaints escalated at the highest level
- Interact with internal and external customers to resolve their issues
- 4+ years of customer contact experience within a financial services environment, underwriting, quality assurance, or equivalent demonstrated through work experience, training, military experience, or education
$65,000 - $90,000 per year, depending on experience and qualifications.
About Wells Fargo BankWe value diversity, equity, and inclusion in the workplace and welcome applications from all qualified candidates. Our company culture emphasizes building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture.
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