At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking an Escalations Representative in Customer Care. Learn more about the career areas and lines of business at wellsfargojobs.com .

In this role, you will:

• Support internal and external customers with inquiries and complaints 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 complaints 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 Compliance/OFAC Sanctions
• Knowledge of SWIFT/FED/CHPS payments
• Strong attention to detail and accuracy skills
• Excellent verbal, written and interpersonal communication skills
• Ability to achieve high production and quality standards
• Ability to understand client concerns, questions and problems pertaining to USD and FX Wire Transfer transactions.
• Ability to achieve high production and quality standards
• Strong alpha-numeric data entry skills.
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
• Ability to work in team focused environment, while also working independently to achieve daily standards
• Identify trends and provide alternative solutions
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills
• Mainframe applications: PEGA, HOGAN, GSMOS and Payment Tracker

Job Expectations:

• Schedule: Monday-Friday from 8:30am-5:30pm or 9:00am-6:00pm.

Must be available to work a hybrid model where you will be working on-site 3 days and at home 2 days OR rotate one week on-site and one week at home.

• Training in office 3-4 weeks

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.