Escalations Associate Bilingual

Wells Fargo is a global financial services leader committed to innovation and community empowerment. They are seeking an Escalations Associate to resolve complex customer issues across various financial products, ensuring effective problem resolution and compliance with internal requirements.

Responsibilities

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Skills

• 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Bilingual reading, writing, speaking, and listening proficiency in Spanish/English
• Product knowledge in the area of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products
• 6+ months of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products experience
• Advanced communication skills in Spanish and English (written and verbal)
• Experience resolving and working through escalated and complex issues
• Experience working executive office complaints
• Experience managing complaints effectively and professionally
• Client service focus with the ability to listen to and identify customer needs
• Ability to recommend solutions to customer needs and take the necessary steps to problem solve
• Ability to think critically and think outside the box to come up with creative solutions to complex issues
• Strong research skills and background
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Strong analytical skills with high attention to detail and accuracy to ensure adherence to compliance standards
• Strong organizational and multi-tasking skills
• Strong time management skills with the ability to manage varied caseloads in a fast-paced environment
• Ability to maintain a pipeline of cases and accurately prioritize

Benefits

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Company Overview