Merchant Services Escalations Representative

About this role:

Wells Fargo is seeking an Escalations Representative to join the Merchant Services Complaints Support team, as part of the Cards & Merchant Services (CMS) organization within the Consumer Lending group. Learn more about the career areas and business divisions at wellsfargojobs.com .

In this role, you will:

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Required Qualifications, US:

• 2 years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2 years of customer service experience
• Merchant services experience, or experience dealing with third parties
• Financial services industry experience
• Customer service focus with the ability to analyze, research, and respond to customer issues and complaints
• Experience managing a pipeline of work from assignment to completion
• Strong conflict resolution skills
• Experience managing a pipeline of work from assignment to completion
• Demonstrated ability to manage to production goals, deadlines, and various metrics
• Experience exercising independent judgment and applying creative problem solving techniques
• Proven ability to develop and negotiate solutions to issues with partners or clients including escalations as needed
• Experience taking initiative and working independently with minimal supervision
• Strong organizational, multi-tasking, and prioritizing skills
• Strong analytical skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Willingness to work on-site at stated location on the job opening
• This position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship
• Travel up to 10% of the time

Job posting may come down early due to volume of applicants

Posting Locations:

• 800 S Jordan Creek Parkway, West Des Moines, IA 50266
• 250 E John Carpenter Fwy, Irving, TX 75062

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

Posting End Date:
5 Mar 2024
*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.