Wells Fargo Escalations Associate 

United States, Iowa, West Des Moines 

314512689

In this role, you will:

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions

• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online

• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters

• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations

• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Required Qualifications, US:

• 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Advanced communication skills (written and verbal)

• Experience resolving and working through escalated and complex issues

• Experience managing complaints effectively and professionally

• Client service focus with the ability to listen tocustomer needs and recommend solutions

• Strong research skills and background

• Ability to identify customer needs and obstacles and take the necessary steps to problem solve

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

• Strong analytical skills with high attention to detail and accuracy and adherence to compliance standards

• Strong organizational, multi-tasking, and prioritizing skills

• Strong time management skills with the ability to manage varied case loads in a fast-paced environment

• Loss Mitigation, CLEO, SAGE, or complaints management background highly desired

• Experience in Retail/Dillard's, Credit Cards, DDA

27 Feb 2025

Wells Fargo Recruitment and Hiring Requirements:

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