Escalations Manager

4 weeks ago

Bengaluru, India WELLS FARGO BANK Full time
About this role:

Wells Fargo is seeking a Escalations Manager for CBM disputes in HYD/BLR

In this role, you will:
  • Manage and develop teams primarily comprised of specialists, team leaders, and may include first line managers responsible for responding to inquiries or complaints regarding products and services and handling low to moderately complex service tasks and create initiatives and programs to support Escalations business goals and objectives
  • Engage internal partners associated with the Escalations functional area
  • Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
  • Make decisions and resolve issues regarding internal and external client complaints
  • Interpret and develop Escalations policies and procedures with low to moderate complexity to ensure quality and that service standards meet business objectives
  • Collaborate and consult with peers, customer service teams, and first-line supervisors
  • Interact directly with internal and external customers to resolve their inquiries and complaints
  • Manage allocation of people and financial resources for aligned functional area or business group
  • Mentor and guide talent development of direct reports and assist in hiring talent
Required Qualifications:
  • 4+ 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
  • 2+ years of leadership experience
Required Qualifications for Europe, Middle East & Africa only:
  • Experience in Customer or Investor-facing, Disputes, Claims, or Fraud Resolution 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
  • Leadership experience
Desired Qualifications:
Job Expectations:
Escalations: 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.
*Supervise functional area comprised of specialists, team leaders, and first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and services
*Make employment decisions and set performance standards
*Identify opportunities for developing and monitoring service standards and goals in Customer Care functional area
*Make daily supervisory decisions and resolve issues related to internal and external client complaints under direction of Customer Care management
*Leverage interpretation of policies, procedures, and practices
*Collaborate with first line managers and team regarding escalated client inquiries or complaints
*Interact directly with internal and external customers
*Manage allocation of people and financial resources for aligned functional area
*Mentor and guide talent development of direct reports and assisting in hiring talent

Posting End Date:
12 Dec 2024
*Job posting may come down early due to volume of applicants.

We Value Diversity

At 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 Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy

Wells 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.

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