Escalations Representative – CA
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.
About this role:
Wells Fargo is seeking an Escalations Representative.
In this role, you will:
- Support internal customers in the appropriate application of SCRA benefits to 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 reviews of SCRA activities with an emphasis on risk management, quality, and compliance with internal company requirements and standards
- Receive direction from supervisors, and escalate non-routine concerns to more experienced individuals
- Provide support for Advanced Default Protection, Overdraft Collection and other lines of business as directed (e.g., Home Lending and Auto pre-repo among others), by providing reviews and feedback in determining appropriate courses of action related to SCRA
- Work closely with the lines of business in providing quality scores and guidance based on reviews
- May assist with internal audits and testing
- Work under minimal supervision in a fast-paced environment
Required Qualifications, US:
- 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
Desired Qualifications:
- In depth knowledge and understanding of the Servicemembers Civil Relief Act (SCRA)
- 1+ year of financial services experience within mortgage, auto, credit cards, small business lending, home equity, retail, and/or similar lines of business
- Ability to independently manage a pipeline of work and meet deadlines
- Quality Review/Quality Control experience, including providing written and verbal feedback
- Strong analytical skills with high attention to detail and accuracy
- Highly effective communication skills, including the ability to communicate verbally and in writing in a clear and concise manner
- Ability to work in a team environment to achieve business, production, and quality goals
- Experience building partnerships with team members and other lines of business
- Strong understanding of policies and procedures
- Willingness to take initiative including asking questions and researching answers
- Ability to maintain composure in a fast-paced, deadline driven production environment
- Research experience, including utilizing multiple systems, in a financial services environment
- Systems experience including Service Member Information System (SMIS), Business Process Management (BPM), Hogan, Imaging and Content Managing Platform (ICMP), (FDR), (IRRIS), (CSS), 1OFC
- Experience participating in audits and testing in a financial service environment
- Ability to identify any operational process gaps
Job Expectations:
- This position requires compliance with all SCRA regulatory requirements and Wells Fargo’s compliance policies
- Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
- Ability to work additional hours as needed
- Ability to provide and work from a home office
- Willingness to work on-site at one of the stated job locations as directed
Locations:
- West Des Moines, IA
- San Antonio, TX
Pay:
- $21+ (based on experience)
- Schedule: Monday-Friday from 8:00am-5:00pm CST. Must be available to work a hybrid model where you will be working three days onsite and two days from home each week.
*Job posting may come down early due to volume of applicants.
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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
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.
