Senior Escalations Specialist

1 week ago

Sioux Falls, South Dakota, United States Wells Fargo Full time
About This Role

We are seeking a highly skilled Senior Escalations Representative to join our team at Wells Fargo. In this role, you will be responsible for providing exceptional customer service and resolving complex customer inquiries and complaints.

Key Responsibilities
  • Support less experienced individuals in providing resolutions for client inquiries and complaints
  • Determine appropriate course of action and conduct investigative steps to fully identify customer issues
  • Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
  • Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
  • Provide subject matter expertise and interpretation of procedures to less experienced individuals
  • Respond independently to complaints escalated at the highest level
  • Interact with internal and external customers to resolve their issues
  • Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
Requirements
  • 4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Preferred Qualifications
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Previous experience using ECMP, CIV, and SVP applications
  • Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Call center background or experience a plus
  • Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing, especially gathering facts to make informed recommendations on customer issues and driving resulting actions through implementation/execution
  • Excellent analytical and research skills, with high attention to detail and accuracy. Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames
  • Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business
  • Research, resolve, and respond to escalated inquiries and complaints
  • Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research
  • Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters
  • Interact with integrity and a high level of professionalism
  • Experience working with external business partners/vendors

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