FAQs
What is the primary responsibility of an Escalations Representative at Wells Fargo?
The primary responsibility is to support internal and external customers with inquiries and complaints regarding financial products and services, while resolving issues and ensuring compliance with internal company requirements and standards.
What qualifications are required for this position?
A minimum of 2+ years of contact experience in a Financial Services environment is required, or equivalent experience demonstrated through a combination of work experience, training, military experience, or education.
What type of inquiries and complaints will I handle?
You will handle moderately complex inquiries and complaints related to financial products and services, as well as regulatory and non-regulatory flags.
How should I escalate non-routine client concerns?
Non-routine client concerns should be escalated to more experienced individuals as directed by supervisors.
Is there a focus on diversity and inclusion in the hiring process?
Yes, Wells Fargo values diversity, equity, and inclusion in the workplace and welcomes applications from all qualified candidates regardless of various protected statuses.
Will I need to negotiate settlements as part of my role?
Yes, you will serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
What compliance requirements should I be aware of?
You are accountable for adhering to all applicable risk programs and policies, including effectively fulfilling risk and compliance obligations, and making sound risk decisions.
Can I request an accommodation during the application process?
Yes, accommodations for applicants with disabilities are available upon request in connection with the recruitment process.
Is there a drug and alcohol policy I should know about?
Yes, Wells Fargo maintains a drug-free workplace, and you can refer to the Drug and Alcohol Policy for more information.
What type of work environment can I expect?
You can expect a collaborative work environment focused on building strong customer relationships while balancing a risk-mitigating and compliance-driven culture.