Job Description

• 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.
• #CommercialBank
  
  About this role:
  
  Wells Fargo is seeking Escalations Representatives supporting Complaints Management for Commercial Bank at Hyderabad, India
  
  In this role, you will:
• Support internal and external customers with Inquiries and complaints regarding financial products and services.
• Research, respond to, and resolve escalated inquiries
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions on-line.
• 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, negotiate and enact settlements accordingly
• Engage internal partners associated with the Escalations functional area. Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
• 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
• Experience in Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Desired Qualifications:
• Experience researching/responding to complaints in compliance with the Complaint Management Policy.
• Experience with Commercial Banking
• Excellent verbal, written and interpersonal communication skills.
• Experience in building collaborative relationships
• Ability to pull and manipulate reporting using tools such as Excel, including pivot tables, and Tableau
• Hours of Operation
  
  8:00 AM to 5:00 PM Eastern Time
  
  Job Expectations:
• Position will report to one of the posted locations per Enterprise/LOB guidance currently 4 days in office weekly
• Preferred locations are listed in posting and no other locations are being considered at this time.

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.