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 Escalations Representatives to support the Everyday Banking Customer Advocacy Group (CAD) within the Consumer, Small & Business Banking Division (CSBB). Learn more about the career areas and lines of business at www.wellsfargojobs.com .

　　In this role, you will:Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of actionPerform 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 standardsReceive direction from supervisors, and escalate non-routine client concerns to more experienced individualsSeek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions onlineServe as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordinglySupport internal and external customers with inquiries and complaints regarding financial products and servicesAvailable location: Preferred location listed below. Relocation assistance is not available for this position.

　　1525 W W T Harris Blvd., Charlotte, NC 28262-8522Available work shift(s): Hours of operation are Monday-Friday, 8am-10pm ESTShift(s) will include nights and/or holidaysShift(s) will be assigned, and are subject to change, based upon business needTraining start date: January 8, 2024, and January 22, 2024Training hours are Monday-Friday, 8am-5pm EST for approx. 7 weeksTraining includes in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and servicesRequired Qualifications, US: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, educationDesired Qualifications:Ability to follow policies, procedures, and regulationsAbility to execute in a fast paced, high demand, environment while balancing multiple prioritiesAbility to exercise independent judgment to identify and resolve problemsAbility to interact with integrity and a high level of professionalism with all levels of team members and managementAbility to meet or exceed business goals and objectives, while fostering a team atmosphereAbility to navigate multiple computer systems, applications, and utilize search tools to find informationAbility to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issuesAbility to research and resolve complex customer issuesAbility to work effectively in structured but flexible, adaptable and changing, call center environmentExcellent verbal, written, and interpersonal communication skillsExperience interacting positively with difficult or irate customersExperience resolving and working through escalated and complex customer issuesKnowledge and understanding of business banking products, policies, and procedures; within a call center environmentKnowledge and understanding of online products, policies, and procedures; within a call center environmentStrong attention to detail and accuracy skillsExperience with Wells Fargo Customer Service policies, processes, and proceduresExperience with Wells Fargo Customer Care or Executive Office policies, processes and procedures Experience with Wells Fargo Enterprise Complaints Policy Basic Microsoft Office SkillsKnowledge and understanding of Wells Fargo systems including Customer Contact Management (CCM), CIV (Customer Information View), Customer Service Application (CSA), Operations Image Browser (OIB), and Virtual Library (VL)Job Expectations:Ability to attend full duration of required training periodAbility to work nights, and/or holidays, as needed or scheduledAdhere to standards outlined with written policy as well as applicable State and Federal regulationsThis position is not eligible for Visa sponsorshipWillingness to work on-site at stated location(s) on the job openingIMPORTANT INFORMATION: AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONSOnce your application is received, Wells Fargo will make initial contact with you via e-mailPlease ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs ProfileIf your contact information has changed, please update prior to applying to this positionBased on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.Posting End Date:

　　30 Dec 2023

　　*Job posting may come down early due to volume of applicants.

　　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.

　　Applicants with Disabilities

　　To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

　　Drug and Alcohol Policy

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