Senior Escalations Representative- COO

About this role:

Wells Fargo is seeking a Senior Escalations Representative in Consumer & Small Business Banking providing coverage for Small Business Operations as apart of Consumer Lending. Learn more about the career areas and lines of business at www.wellsfargo.com.   

In this role, you will:

• Support less experienced individuals in providing resolutions for client inquiries and complaints

• Determine 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 individuals

• Respond independently to complaints escalated at the highest level

• Interact with internal and external customers to resolve their issues

• Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team

Required Qualifications:

• 4+ 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:

• Contact center experience

• Exposure to Wells Fargo Small Business Lending Operations systems such as: CPS, FDR, or BCS

• Knowledge and understanding of Hogan

• Knowledge and understanding of Small Business Lending Operations products and services

• Advance customer service experience

• Intermediate Microsoft Office (Word, Excel, and Outlook) skills

• Aptitude in navigated multiple computer systems, applications, and utilize search tools to find information

• Excellent verbal, written, and interpersonal communication skills

• Experience interacting positively with difficult or irate customers

• Experience with executing fast paced, high demand, environment while balancing multiple priorities

• Ability to follow policies, procedures, and regulations

• Experience managing a pipeline of work from assignment to completion

• Involvement with customer service while listening, eliciting information and comprehending customer issues

• Proficient corresponding with customer, responding to their questions and concerns with detailed information

• A BS/BA degree or higher

Job Expectations:

• Must be able to attend full duration of required training period  

• This position is not eligible for Visa sponsorship  

• Ability to work additional hours as needed   

• Must work on-site at the location posted  

Schedule: 

• Schedule: Monday – Friday 9am – 5:30pm EST

Posting Location:

• 1525 W W T Harris Blvd., Charlotte, NC 28262

Posting End Date: 

6 Apr 2025

*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, O