Escalated Complaints Specialist 1

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

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.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company’s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo’s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

The Escalated Complaints Specialist 1 is responsible for researching then responding to non-regulatory escalated inquiries and complaints from customers received via the complaints portal decision tool. Utilizing strong knowledge of the organization, technology, products, and/or services, resolves matters raised by customers which require limited research such as: exception tickets, limit authorities and other non-regulatory complaint matters.

Duties include communicating with other departments, managers, merchants, or vendors to resolve customer issues. Enacts all necessary correctional transactions (including monetary and non-monetary actions) using the appropriate methodologies and parties of contact. Refers matters exceeding levels of authority as appropriate. Contacts customers to advise them of research outcome and expected resolution steps and timing via phoning and/or corresponding using both ad hoc and
standardized letters or electronic media. May receive occasional inbound customer calls resulting from warm transfers from service operations or from customers with whom they have communicated directly. Accountable to ensure response to Customer regarding all researched matters. Supplements portal documentation to ensure that research results and actions taken are clearly documented. Notifies leaders about trending matters and recommends opportunities for improvement.

• 2+ years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution or 3+ years of experience interacting with people or customers; or military; or an AA/AS degree or higher

• Excellent verbal, written, and interpersonal communication skills
• Experience interacting positively with difficult or irate customers
• Ability to write concisely and clearly
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Strong time management skills and ability to meet deadlines
• Ability to manage a pipeline of work from assignment to completion
• Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

• Ability to work nights, weekends, and/or holidays as needed or scheduled

OR-Hillsboro: 10500 NE Walker Road - Hillsboro, OR

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.