Wells Fargo Senior Escalations Representative 

India, Tamil Nadu, Chennai 

993739514

In this role, you will:

• 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 the immediate Escalations team to supervise day to day activities of the support Escalations team

Required Qualifications:

• 4+ years of customer contact within a Financial Services and/or Contact Center Environment, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2+ years of experience in handling a team
• Good product master and can teach back effectively

Job Expectations:

• Will handle a team of Escalations Representative and will report to an Escalations Associate Manager
• Coach front-line representative and serve as Subject Matter Expert
• Will work with the Escalations Associate Manager to manage day to day activities of Escalations Representative

27 Aug 2024

Wells Fargo Recruitment and Hiring Requirements:

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