Lead Escalation Representative
Wells Fargo, Phoenix, AZ, United States
Lead Escalations Representative
Wells Fargo is seeking to fill three Lead Escalations Representative roles as part of Level 2 Support within our Unsecured Lending Operations (ULO)
covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Rewards, 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: 4+ years of customer contact within a Financial Services support environment, 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, Rewards, 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, Epsilon, FDR, CSS, CIV, Microsoft Office Applications, and/or JIRA Job Expectations: Work schedules available are 5:00 a.m.2:00 p.m. with either Sunday/Monday or Friday/Saturday off, or 9:00 a.m.6:00 p.m. with Sunday/Monday off, local time. Hours may adjust bi-annually, based on Daylight Savings Time and are subject to change based on business needs. This position offers a hybrid work schedule This position is not eligible for Visa sponsorship Location: 2150 W. Pinnacle Peak Rd. Phoenix, AZ 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. 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 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 to fill three Lead Escalations Representative roles as part of Level 2 Support within our Unsecured Lending Operations (ULO)
covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Rewards, 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: 4+ years of customer contact within a Financial Services support environment, 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, Rewards, 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, Epsilon, FDR, CSS, CIV, Microsoft Office Applications, and/or JIRA Job Expectations: Work schedules available are 5:00 a.m.2:00 p.m. with either Sunday/Monday or Friday/Saturday off, or 9:00 a.m.6:00 p.m. with Sunday/Monday off, local time. Hours may adjust bi-annually, based on Daylight Savings Time and are subject to change based on business needs. This position offers a hybrid work schedule This position is not eligible for Visa sponsorship Location: 2150 W. Pinnacle Peak Rd. Phoenix, AZ 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. 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 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.