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Escalations Representative

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

Requirements

  • 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 is the main responsibility of an Escalations Representative at Wells Fargo?

The main responsibility of an Escalations Representative is to support internal and external customers with inquiries and complaints regarding financial products and services, while conducting investigative steps to resolve issues and maintain compliance with internal standards.

What kind of experience is required for the Escalations Representative position?

A minimum of 2+ years of contact experience in a Financial Services environment is required, or equivalent demonstrated through a combination of work experience, training, military experience, or education.

What should I do if I encounter a non-routine client concern?

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

Is there a focus on compliance in this role?

Yes, there is a strong emphasis on regulatory and compliance obligations, including addressing customer issues while adhering to Wells Fargo's policies and procedures.

How does Wells Fargo approach diversity in hiring?

Wells Fargo values diversity, equity, and inclusion in the workplace and welcomes applications from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, or other protected statuses.

Will there be training provided for new hires in this role?

While the job description does not specifically mention training, candidates can expect to receive direction from supervisors and possibly additional training related to the role and company policies.

What happens if I need a medical accommodation during the application process?

If you require a medical accommodation during the application or interview process, you can visit the Disability Inclusion page on the Wells Fargo website to request assistance.

Is this position eligible for employment benefits?

While the job description does not specifically detail benefits, Wells Fargo typically offers benefits to eligible employees, including those related to health care and retirement plans.

How should I prepare for an interview for this position?

Candidates should prepare by familiarizing themselves with Wells Fargo's products and services, understanding compliance and risk management in financial services, and being ready to discuss their relevant experience and how they can contribute to resolving customer inquiries and complaints.

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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