About this role:

Wells Fargo is seeking Escalations Associate Manager in the Consumer and Small Business Banking Operations (CSBBO) Customer Advocacy Team. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards
• Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers
• Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
• Leverage interpretation of policies, procedures, and practices
• Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management
• Manage allocation of people and financial resources for aligned functional area
• Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance

Available location: Preferred location listed below. Relocation assistance is not available for this position.

• 7711 Plantation Road, Roanoke, VA 24019-3224

Available work shift: 

• 1:30pm-10pm EST Monday-Friday; Hours of operation are 8am-10pm EST, Monday-Friday

Required Qualifications:

• 2 years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1 years of Leadership experience

Desired Qualifications:

• Ability to follow policies, procedures, and regulations
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to exercise independent judgment to identify and resolve problems
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to research and resolve complex customer issues
• Ability to work effectively in a structured but flexible, adaptable and changing, call center environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Advanced analytical and quantitative skills; experience using hard data and metrics to back up assumptions and influence business cases
• Advanced organizational skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills
• Experience communicating and presenting complex information to multiple levels of the organization
• Experience interacting positively with difficult or irate customers
• Experience resolving and working through escalated and complex customer issues
• Knowledge and understanding of business banking products, policies, and procedures; within a call center environment
• Knowledge and understanding of online products, policies, and procedures; within a call center environment
• Experience making recommendations and decisions on personnel related matters involving performance reviews, salary reviews and hiring/terminating
• Process efficiency experience, including process assessment, and recommendations for improvement
• Experience with Wells Fargo Customer Service policies, processes, and procedures
• Experience with Wells Fargo Customer Care or Executive Office policies, processes and proceduresExperience with Wells Fargo Enterprise Complaints Policy
• Advanced Microsoft Office Skills
• Knowledge 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 work nights, and/or holidays, as needed or scheduled
• Adhere to standards outlined with written policy as well as applicable State and Federal regulations
• This position is not eligible for Visa sponsorship
• Willingness to work on-site at stated location(s) on the job opening

IMPORTANT INFORMATION: 

• AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS
• Once your application is received, Wells Fargo will make initial contact with you via e-mail
• Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile
• If your contact information has changed, please update prior to applying to this position
• Based 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: 

*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.