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Escalation Associate

Company: Wells Fargo
Location: Irving
Posted on: March 17, 2023

Job Description:

About this role: Wells Fargo is seeking an Escalations Associate... In this role, you will:

  • Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
  • Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
  • Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
  • Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
  • Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints Required Qualifications, US:
    • 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
    • Excellent verbal, written, and interpersonal communication skills Desired Qualifications:
      • Familiarity with investigations case management systems, banking systems and operations
      • Ability to quickly learn business operations and processes
      • Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
      • Ability to work independently and effectively in a virtual team environment
      • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
      • Ability to make timely and independent judgement decisions
      • Experience with business deposit products, business loans, Paycheck Protection Program, Small Business Administration Job Expectations:
        • Hybrid work model; Alternate 5 days in the office and 5 days remote @RWF22 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, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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.

Keywords: Wells Fargo, Irving , Escalation Associate, Other , Irving, Texas

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