About this role:

Wells Fargo is seeking a Lead Escalations Representative in Level 2 Support in our Unsecured Lending Operations (ULO) – covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan.

In this role, you will:

Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects

Research, respond to, and resolve escalated inquiries

Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support

Prioritize work and provide daily work leadership and mentorship to the support team

Lead or contribute to client issue resolutions that require coordination amongst various teams

Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints

Consult project owners in case of high profile escalated case

Required Qualifications:

6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment

Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan

Experience in researching and resolving escalated issues

Experience managing complaints and objections effectively and professionally

Experience leading in a fast paced, demanding, and deadline driven environment

Experience building partnerships and consulting effectively with leadership

Ability to interact with integrity and a high level of professionalism with all levels of team members and management

Strong attention to detail and accuracy skills

Experience supporting a phone, email, online or digital contact center environment

Technical skills:  Tableau, ECIP, Nexidia, NICE, FDR, CSS, CIV, Microsoft Office Applications, and/or JIRA

Job Expectations:

Work Schedule will be 12:00 PM - 9:00 PM EST. or 8:00 AM - 5:00 PM EST with Sunday and Monday off.

Must be able to attend full duration of required training period

This position offers a hybrid work schedule

This position is not eligible for Visa sponsorship

Location:

7711 Plantation Rd. Roanoke, VA

Required location for this position is listed above. Relocation assistance is not available for this position.

Posting End Date: 

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.