Wells Fargo
Lead Escalations Representative In Level 2 Support
Wells Fargo is seeking a Lead Escalations Representative in Level 2 Support in our Unsecured Lending Operations (ULO)
covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan. In this role, you will: Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects Research, respond to, and resolve escalated inquiries Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support Prioritize work and provide daily work leadership and mentorship to the support team Lead or contribute to client issue resolutions that require coordination amongst various teams Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints Consult project owners in case of high profile escalated case Required Qualifications: 6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan Experience in researching and resolving escalated issues Experience managing complaints and objections effectively and professionally Experience leading in a fast paced, demanding, and deadline driven environment Experience building partnerships and consulting effectively with leadership Ability to interact with integrity and a high level of professionalism with all levels of team members and management Strong attention to detail and accuracy skills Experience supporting a phone, email, online or digital contact center environment Technical skills: Tableau, ECIP, Nexidia, NICE, FDR, CSS, CIV, Microsoft Office Applications, and/or JIRA Job Expectations: Work Schedule will be 12:00 PM - 9:00 PM EST. or 8:00 AM - 5:00 PM EST with Sunday and Monday off. Must be able to attend full duration of required training period This position offers a hybrid work schedule This position is not eligible for Visa sponsorship Location: 7711 Plantation Rd. Roanoke, VA Required location for this position is listed above. Relocation assistance is not available for this position. We Value Equal Opportunity Wells Fargo is an equal opportunity employer. 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. To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo Recruitment and Hiring Requirements: Third-Party recordings are prohibited unless authorized by Wells Fargo. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Wells Fargo is seeking a Lead Escalations Representative in Level 2 Support in our Unsecured Lending Operations (ULO)
covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan. In this role, you will: Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects Research, respond to, and resolve escalated inquiries Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support Prioritize work and provide daily work leadership and mentorship to the support team Lead or contribute to client issue resolutions that require coordination amongst various teams Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints Consult project owners in case of high profile escalated case Required Qualifications: 6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan Experience in researching and resolving escalated issues Experience managing complaints and objections effectively and professionally Experience leading in a fast paced, demanding, and deadline driven environment Experience building partnerships and consulting effectively with leadership Ability to interact with integrity and a high level of professionalism with all levels of team members and management Strong attention to detail and accuracy skills Experience supporting a phone, email, online or digital contact center environment Technical skills: Tableau, ECIP, Nexidia, NICE, FDR, CSS, CIV, Microsoft Office Applications, and/or JIRA Job Expectations: Work Schedule will be 12:00 PM - 9:00 PM EST. or 8:00 AM - 5:00 PM EST with Sunday and Monday off. Must be able to attend full duration of required training period This position offers a hybrid work schedule This position is not eligible for Visa sponsorship Location: 7711 Plantation Rd. Roanoke, VA Required location for this position is listed above. Relocation assistance is not available for this position. We Value Equal Opportunity Wells Fargo is an equal opportunity employer. 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. To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo Recruitment and Hiring Requirements: Third-Party recordings are prohibited unless authorized by Wells Fargo. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.