Wells Fargo Escalations Representative 

United States, Iowa, West Des Moines 

223710068

In this role, you will:

• Support internal and external customers with inquiries and requests 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 inquiries and requests 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

Required Qualifications:

• 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:

• Knowledge and understanding of Service Members Civil Relief Act (SCRA) experience

• Knowledge and understanding of Hogan, SHAW & MSP system experience

• Strong analytical skills with high attention to detail and accuracy

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information

• Intermediate Microsoft Office (Word, Excel, and Outlook) skills

• Excellent verbal, written, and interpersonal communication skills

• Knowledge and understanding of deposit products

• Knowledge and understanding of document research and review

• Knowledge and understanding of operational research

• Outstanding problem-solving skills

• Strong research and documentation skills

• Experience meeting high production and quality standards

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

• Experience working SMIS (service member information system)

• Familiar with ICMP (imaging and content management platform)

• Ability to take initiative and work independently with minimal supervision in a structured environment

• Strong time management skills and ability to meet deadlines

Job Expectations:

• Location:800 S Jordan Creek Pkwy WEST DES MOINES IA 50266

• Hours: Monday-Friday 8:00am-5:00pm.

• Ability to work additional hours as needed

• Candidate must reside within a reasonable commute to one of the addresses listed in the posting but will have the option to work from home.

Wells Fargo Recruitment and Hiring Requirements:

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