Escalation Specialist

CALL LEWIS 972-365-9547

Must Haves:

• At least 2 years of customer service experience speaking with escalated calls or upset customers.
• Financial services (banking, mortgage, brokerage) or insurance industry experience.
• Professional communication skills

# of openings: 5

Pay Rate: $21

Location: North 4th Ave, 1st floor, Sioux Falls, SD 57104

Interview: MS Teams – INTERVIEWS ON 7/16

Hours: Mon-Fri, 8a – 4:30p

Hybrid schedule: 6 weeks of onsite training, then will move to hybrid schedule 5 days in office/5 days remote (cannot miss any time during training)

Job Description:

Escalations: Covers jobs responsible for managing escalated customer complaints companywide for mostly banking products, which will require special handling. Majority of the calls/emails will be from upset customers. Showing empathy to the customer, obtaining information about the customer’s situation, and letting them know the situation will be taken care of and resolved.

• The intake team intakes the escalated complaint and directs it to the appropriate research group. Handles it for the Enterprise, all of Wells Fargo.
• Likely 7-12 calls per day.
• If someone is dissatisfied with customer service, even in a branch, and uses high risk terms like theft or discrimination, they’ll likely be transitioned to this team.
• Needs to be highly comfortable and experienced with dealing with people on the phone and have great communication skills.
• Can’t be scared to talk to customers, can’t get rattled. Very customer centric.
• Great attention to detail and organizational skills. Usually an upset person is saying a lot of information very quickly, this person needs to accurately capture those details while also being empathetic.
• Should be able to actively listen, will likely be the 5th or 6th person the customer is talking to and they need to be heard out.
• Able to navigate computer systems. Once they gather this information, they’ll hand it off to the right research team.
• Successful agents have positivity, are engaged with the process and the customer.
• Needs to be able to succeed in a fast paced environment. Needs to be able to flex between handling a phone case and a written case.
• Needs to understand how to work in an office environment. Strong work ethic, need to be punctual and dependable.
• Candidates should be high caliber individuals who want to join the WF team and be capable of handling things that have been escalated.