דרושים Senior Escalations Representative ב-Wells Fargo ב-India, Chennai

In this role, you will:

• Support and capture all pertinent information from customers about their claims
• Conduct research and provide updates on status of new and existing claims
• Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment
• Receive direction from team lead and escalate questions and issues to more experienced roles
• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers

Required Qualifications:

• 6+ months of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Required Qualifications for Europe, Middle East & Africa only:

• Experience in customer service, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Work as technical expert in delivering high quality analysis, reports, and insights.
• Deep dive into data and identify cause for variation in trends of key metrics in monthly reports/data marts.
• Clearly understand and articulate business requirements by leveraging domain understanding of line of business & product/ function and deliver the results underlining the business problem and appropriate business decision levers.
• Identify & leverage appropriate analytical approach from a wide toolkit to make data driven recommendation.
• Support data migrations, system transitions, data-mapping, data lineage, data reconciliation and documentation in alignment to policy and governance
• Support research, analysis and development of various risk data-fields, data-marts and meta-data
• Ensures adherence to data management/data governance regulations and policies
• Proactively do a root cause analysis and seek guidance on how to solve problems when issues arise.

Required Qualifications:

• 4+ years of Analytics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Strong analytical skills, proficiency in data manipulation tools like SQL, and the ability to translate complex data into actionable insights to inform strategic business decisions.
• Ability to collaborate closely with various stakeholders to develop and implement data strategies across the organization.
• Familiarity with SAP BO (Business Objects) and SSRs (SQL Server Reporting Services).
• Good to have certifications in BI Reporting tools Data Management, or Data Engineering.
• Strong understanding of business drivers and industry trends of lending products & home lending in specific.
• Detail oriented, results driven, and can navigate in a quickly changing and high demand environment while balancing multiple priorities.
• Expected to learn the business aspects quickly, multitask and prioritize between projects
• Dedicated, enthusiastic, driven andperformance-oriented;possesses a strong work ethic and good team player.

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Provide support for processing new collections, payments, trade acceptances and tracing outstanding items
• Support performance of less experienced staff and overall effectiveness of team
• Provide all letter of credit services to customers
• Perform complex services including opening letter of credits, processing payments and informing customers of discrepancies
• Assist with distributing, reviewing work, training and guiding less experienced staff
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Process complex, non-standard and time sensitive letter of credits
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders and exercise independent judgement while developing the knowledge to understand function, policies, procedures, and compliance requirements

Required Qualifications:

• 4+ years of Trade Services experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Support performance and overall effectiveness of team as well as cross-group operational tasks
• Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations
• Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products
• Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team
• Contribute in resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams
• Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims
• Candidate should have end to end knowledge in Chargeback rules and regulations
• Candidate should have minimum 3 years of exp in credit/Debit card dispute
• Should be an expert in MS office tools
• Need experience in handling fraud investigations
• Should be flexible in working rotational shift

Required Qualifications:

• 5+ years of customer service, financial services, fraud, or investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Candidate should have end to end knowledge in Chargeback rules and regulations
• Candidate should have minimum 3 years of exp in credit/Debit card dispute
• Should be an expert in MS office tools
• Need experience in handling fraud investigations

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Support and capture all pertinent information from customers about their claims
• Conduct research and provide updates on status of new and existing claims
• Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment
• Receive direction from team lead and escalate questions and issues to more experienced roles
• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers

Required Qualifications:

• 6+ months of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Required Qualifications for Europe, Middle East & Africa only:

• Experience in customer service, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Establish, implement and maintain risk standards and programs to drive compliance with federal, state, agency, legal and regulatory and Corporate Policy requirements
• Oversee the Front Line's execution and challenges appropriately on compliance related decisions
• Provide oversight and monitoring of risk-based compliance programs
• Develop and oversee standards
• Provide subject matter expertise with comprehensive knowledge of business and functional area
• Provide compliance risk expertise and consulting for projects and initiatives with moderate risk for a business line or functional area
• Monitor reporting, escalation, and timely remediation of issues, deficiencies or regulatory matters regarding compliance risk management
• Provide direction to the business on developing corrective action plans and effectively managing regulatory change
• Provide compliance risk expertise
• Consult for projects and initiatives with moderate risk for a business line
• Identify and recommend opportunities for process improvement and risk control development
• Provide direction to the business on developing corrective action plans and effectively managing regulatory change
• Report findings and make recommendations to management appropriate committees
• Interpret policies, procedures, and compliance requirements
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Work with complex business units, rules and regulations on moderate risk compliance matters
• Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Required Qualifications:

• 4+ years of Compliance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Model Validation or Governance Background
• Working knowledge of Data / Privacy laws and Fair Credit Reporting Act (FCRA) requirements

Job Expectations:

• Provide governance over in-scope consumer facing Models, which includes the review of the model to determine if there are FCRA or Data Concerns
• Solicit feedback from Legal, Business Aligned Compliance Officers and Horizontal Compliance functions during the review of Models
• Prepare and archive model review documentation
• Review initial Model Classification, Risk Rank and Risk Rank Overrides and Risk Rank Changes
• Review and Challenge Model Validation Results
• Participate in Model Monitoring Programs and any Required Quarterly/Annual Monitoring Reviews

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Support and capture all pertinent information from customers about their claims
• Conduct research and provide updates on status of new and existing claims
• Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment
• Receive direction from team lead and escalate questions and issues to more experienced roles
• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers

Required Qualifications:

• 6+ months of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.