Escalations Specialist Registered

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About this role:

Wells Fargo is seeking an Escalations Specialist - Registered

In this role, you will:

• Participate in researching and resolving escalated inquiries and complaints with significant organizational impact and identify opportunities to determine appropriate course of action and conduct investigative steps to fully identify the issues within defined scope of responsibilities

• Review and analyze inquiries and complaints that require special handling, research, and evaluation

• Consult regarding difficult and complex transactions, and determine appropriate course of remedial action

• Present recommendations for resolving escalated inquiries and complaints, and exercise some independent judgment while developing understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions

• Provide information to management committee members, agencies, or more experienced business leaders

• Provide feedback to internal and external customers regarding identification of fraud and inconsistencies

Required Qualifications:

• 2+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• US only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Desired Qualifications:

• WIM complaint experience

• Excellent verbal, written, and interpersonal communication skills

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information

• Previous experience using ECMP, CIV, Smart Station and SVP applications

• Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms

• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

• Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing, especially gathering facts to make informed recommendations on customer issues and driving resulting actions through implementation/execution

• Excellent analytical and research skills, with high attention to detail and accuracy.

• Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames

• Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business

• Research, resolve, and respond to escalated inquiries and complaints

• Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research

• Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters

• Interact with integrity and a high level of professionalism

• Experience working with external business partners/vendors

Job Expectations:

• US only: Obtaining and/or maintaining appropriate FINRA license(s) is required for ongoing employment in this position. Compliance with state law registration and licensing requirements is mandatory. In addition to state registration and licensing requirements, specific product licenses or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards. Wells Fargo will initiate the FINRA licensing review process at the time of offer acceptan