Job Details

**Complaints & Resolutions Customer Advocate (Escalations Representative)**

Location: Roanoke, Virginia **Job ID** R-126732 **Job Description:**

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidateswho embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

**About this role:**

Wells Fargo is seeking an Escalations Representative as part of Consumer and Small Business Operations. Learn more about our career areas and lines of business at .

**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

* Need to be comfortable assisting our customers on the phone for long stretches of time in a fast-paced environment where there is a high volume of calls

* Express empathy when helping our customers as you research and resolve their issues

* Perform moderately complex research to resolve customer 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 customer concerns to more experienced representatives

* Creating cases to track customer feedback with through an enterprise complaints management platform

**Compensation:**

* Starting rate $21.00 per hour

**Training and Schedule:**

* You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.

* Training class starts on April 18, 2022, for 7 weeks. Training hours are 8:30 a.m. 5:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 7 weeks of training. Select internal candidates to Wells Fargo will attend 2 weeks of training beginning May 16, 2022.

* Were open from Sunday, 9:00 am 6:00 pm (Eastern Time) and Monday - Saturday, 9:00 am 10:00 pm (Eastern Time). Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays.

* Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

**Required Qualifications:**

* 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, or education

**Desired Qualifications:**

* Experience interacting positively with difficult or irate customers

* Ability to research and resolve complex customer issues

* Strong attention to detail and accuracy skills

* Ability to interact with integrity and a high level of professionalism with all levels of team members and management

* Intermediate Microsoft Office skills

* Ability to navigate multiple computer systems, applications, and utilize search tools to find information

* Excellent verbal, written, and interpersonal communication skills

* Experience resolving and working through escalated and complex customer issues

* Experience with Wells Fargo Customer Service policies, processes, and procedures

* Ability to interact with integrity and a high level of professionalism with all levels of team members and management

* Knowledge and understanding of Wells Fargo Enterprise Complaints Policy

* Knowledge and understanding of Wells Fargo Customer Care or Executive Office policies, processes and procedures

* Knowledge and understanding of online banking products, policies, and procedures; within a call center environment

**Job Expectations:**

* Must be able to attend full duration of required training period

* Ability to work weekends and holidays as needed or scheduled

**Posting Location:**

* 7711 Plantation Rd 2nd Fl Roanoke, VA 24019

**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 units 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, or status as a protected veteran.

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.

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