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Escalations Representative

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  • Job
    Full-time
    Junior Level
  • Customer Relations
    Banking & Finance
  • Hyderabad, +1

Requirements

  • Required Qualifications:
  • 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Responsibilities

  • Support internal and external customers with inquiries and complaints regarding financial products and services
  • Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
  • Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
  • Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
  • Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
  • Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

FAQs

What are the primary responsibilities of an Escalations Representative at Wells Fargo?

The primary responsibilities include supporting internal and external customers with inquiries and complaints regarding financial products, conducting investigative steps to identify issues, processing complex transactions online, resolving client issues, and serving as an intermediary to negotiate and enact settlements.

What qualifications are required for this position?

Candidates must have 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through a combination of work experience, training, military experience, or education.

What should I do if I have a concern that is not routine?

You should escalate non-routine client concerns to more experienced individuals as directed by your supervisors.

Is there a deadline for applying to this position?

Yes, the posting end date is February 18, 2025, but the job posting may come down early due to the volume of applicants.

How does Wells Fargo approach diversity and inclusion in hiring?

Wells Fargo values diversity, equity, and inclusion in the workplace and welcomes applications from all qualified candidates, regardless of various protected characteristics.

Will there be support for applicants with disabilities during the recruitment process?

Yes, accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

What is the workplace policy regarding drugs and alcohol?

Wells Fargo maintains a drug-free workplace and adheres to a strict Drug and Alcohol Policy.

How does the role of Escalations Representative contribute to risk management at Wells Fargo?

The role involves executing applicable risk programs, adhering to Wells Fargo policies, and timely escalation and remediation of issues, which are critical for effective risk management and compliance.

Can I expect extensive training for this position?

While the job description does not specify, typically, Wells Fargo provides the necessary training to ensure employees can effectively handle customer concerns and ensure compliance with internal standards.

Finance
Industry
10,001+
Employees
1929
Founded Year

Mission & Purpose

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with approximately $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through more than 7,300 locations, 12,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in over 40 countries and territories to support customers who conduct business in the global economy. With approximately 250,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 41 on Fortune’s 2022 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. © 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.

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