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Wells Fargo Escalated Complaints Spec 1 in Salt Lake City, Utah

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company’s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo’s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

Responsible for researching then responding to non-regulatory escalated inquiries and complaints from customers received via the complaints portal decision tool. Utilizing strong knowledge of the organization, technology, products, and/or services, resolves matters raised by customers which require limited research such as: exception tickets, limit authorities, and other non-regulatory complaint matters. Duties include communicating with other departments, managers, merchants, or vendors to resolve customer issues. Enacts all necessary correctional transactions (including monetary and non-monetary actions) using the appropriate methodologies and parties of contact. Refers matters exceeding levels of authority as appropriate. Contacts customers to advise them of research outcome and expected resolution steps and timing via phoning and/or corresponding using both ad hoc and standardized letters or electronic media. May receive occasional inbound customer calls resulting from warm transfers from service operations or from customers with whom they've communicated directly. Accountable to ensure response to Customer regarding all researched matters. Supplements portal documentation to ensure that research results and actions taken are clearly documented. Notifies leaders about trending matters and recommends opportunities for improvement.

Start Date: July 19, 2021

Training: TBD

Schedule: Must be able to work any schedule between the business operating hours of 6:30am to 6:30pm MT Monday - Friday

Location: Candidates must be able to work out of the following Salt Lake City, UT office; 260 Charles Lindbergh Dr, 2nd Floor, SLC, UT 84116. Remote applicants will not be considered. Relocation is not available.

Important Reminders When Applying

  • Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.

  • Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.

  • During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration.

  • In your profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo.

Benefits: Visit https://www.wellsfargo.com/about/careers/benefits/ for benefits information

Required Qualifications

  • 2+ years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution or 3+ years of experience interacting with people or customers; or military; or an AA/AS degree or higher

Desired Qualifications

  • Ability to manage a pipeline of work from assignment to completion

  • Ability to address escalated customer issues

  • Call center customer service experience in the financial services industry

  • Strong time management skills and ability to meet deadlines

  • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

  • Experience interacting positively with difficult or irate customers

  • Ability to resolve and work through escalated and complex customer issues

  • Solid decision making skills

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to research and correspond with customers, responding to their questions and concerns with detailed information

Job Expectations

  • Ability to work additional hours as needed

Street Address

UT-Salt Lake City: 260 Charles Lindbergh Dr - Salt Lake City, UT

Disclaimer

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

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.

Benefits Summary

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

Company: Wells Fargo

Req Number: 5582930

Updated: 2021-06-18 03:24:25.685 UTC

Location: Salt Lake City,Utah

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