Senior Escalations Representative at Wells Fargo in San Antonio, Texas

Posted in Other about 3 hours ago.

Type: Full time





Job Description:

About this role:

Wells Fargo is seeking a Senior Escalations Representative to be part of our Special Loans Operations Team in Consumer Lending Operations.

The Senior Escalations Representative will be responsible for the validation and accuracy of systems data regarding mortgage servicing processes.

Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:
  • Act as a Work Director for the Special Loans Operations Team
  • Support less experienced individuals in providing resolutions for client inquiries and complaints
  • Determine appropriate course of action and conduct investigative steps to fully identify customer issues
  • Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
  • Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
  • Provide subject matter expertise and interpretation of procedures to less experienced individuals
  • Respond independently to complaints escalated at the highest level
  • Interact with internal and external customers to resolve their issues
Required Qualifications:
  • 4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
  • Excellent verbal, written, and interpersonal communication skills
  • Intermediate Microsoft Office skills
  • Experience with Mortgage Servicing/Lending
  • Excellent analytical and research skills, with high attention to detail and accuracy.
  • Solid problem-solving skills.
  • Experience in data analysis and report generation
  • Ability to develop partnerships and collaborate with other business and functional areas
  • Ability to interact with integrity and a high level of professionalism with all levels of employees including management
  • Technical skills: MSP, ICMP, BIA, and/or JIRA
Job Expectations:
  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
  • This position offers a Hybrid work schedule.
Position is Not eligible for Visa Sponsorship

Posting End Date:
12 Nov 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
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