What are the responsibilities and job description for the Lead Escalation Representative position at Wells Fargo?
About This Role
Wells Fargo is seeking to fill 3 Lead Escalations Representative roles as part of Level 2 Support within our Unsecured Lending Operations (ULO) – covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Rewards, Personal Lines and Loan.
In This Role, You Will
Reference Number
R-530088
Wells Fargo is seeking to fill 3 Lead Escalations Representative roles as part of Level 2 Support within our Unsecured Lending Operations (ULO) – covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Rewards, 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
- 4 years of customer contact within a Financial Services support environment, experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 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, Rewards, 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, Epsilon, FDR, CSS, CIV, Microsoft Office Applications, and/or JIRA
- Work Schedules available will be 5 am - 2pm Sun/Mon off or 9 am - 6pm Sun/Mon off, local time.
- Hours may adjust bi-annually, based on Daylight Savings Time and subject to change based on business needs.
- This position offers a hybrid work schedule
- This position is not eligible for Visa sponsorship
- 2150 W. Pinnacle Peak Rd. Phoenix, AZ
Reference Number
R-530088