What are the responsibilities and job description for the Escalations Associate Manager position at Wells Fargo?
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 Associate Manager in our Card & Merchant Services (CMS).
This team is responsible for performing intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, creating correspondence and processing complex and/or corrective transactions as needed.
In this role, you will:
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Supervise functional area comprised of specialists, team leaders, and first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and services
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Make employment decisions and set performance standards
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Identify opportunities for developing and monitoring service standards and goals in Customer Care functional area
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Make daily supervisory decisions and resolve issues related to internal and external client complaints under direction of Customer Care management
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Leverage interpretation of policies, procedures, and practices
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Collaborate with first line managers and team regarding escalated client inquiries or complaints
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Interact directly with internal and external customers
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Manage allocation of people and financial resources for aligned functional area
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Mentor and guide talent development of direct reports and assisting in hiring talent
***Must be able to work 10:00 PM - 7:00 AM Tuesday - Saturday***
Required Qualifications:
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2 years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
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1 years of Leadership experience
Desired Qualifications:
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Experience reviewing complaints and complaints data
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Card and Merchant Services experience
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Call center experience
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Excellent verbal, written, and interpersonal communication skills
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Intermediate Microsoft Office skills
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Financial services industry experience
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Risk management and mitigation experience
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Ability to interact with all levels of an organization
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Ability to identify and present processes/operational enhancements
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Strong organizational, multi-tasking, and prioritizing skills
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Outstanding problem solving and decision making skills
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Experience working productively in an environment where work processes frequently change
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Experience leading a fast paced, demanding, and deadline driven production environment
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Strong analytical skills with high attention to detail and accuracy
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Ability to motivate and provide performance feedback to staff
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Ability to coach and develop employees
Job Expectations:
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Ability to work nights, weekends, and/or holidays as needed or scheduled
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Ability to work on-site at posted location
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This position is not eligible for Visa Sponsorship.
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This position offers a hybrid work schedule
Location:
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2150 W. Pinnacle Peak Rd, Phoenix, AZ
Required location for this position is listed above. Candidate must reside within a reasonable commute to the site location. Relocation assistance is not available for this position.
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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
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.
