Escalated Complaints Spec 1 at Wells Fargo in Salt Lake City, Utah

Posted in Other 3 days ago.

Job Description:

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application. 

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. 

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

Responsible for researching then responding to non-regulatory escalated inquiries and complaints from customers received via the complaints portal decision tool. Utilizing strong
knowledge of the organization, technology, products, and/or services, resolves matters raised by customers which require limited research such as: exception tickets, limit authorities,
and other non-regulatory complaint matters. Duties include communicating with other departments, managers, merchants, or vendors to resolve customer issues. Enacts all
necessary correctional transactions (including monetary and non-monetary actions) using the appropriate methodologies and parties of contact. Refers matters exceeding levels of
authority as appropriate. Contacts customers to advise them of research outcome and expected resolution steps and timing via phoning and/or corresponding using both ad hoc and
standardized letters or electronic media. May receive occasional inbound customer calls resulting from warm transfers from service operations or from customers with whom they ve
communicated directly. Accountable to ensure response to Customer regarding all researched matters. Supplements portal documentation to ensure that research results and actions
taken are clearly documented. Notifies leaders about trending matters and recommends opportunities for improvement.

Hours/Schedule:  Flexible to work any hours during department's hours of operation.  Department hours of operation are: Monday - Friday, 6:30 am - 6 pm MST.  Hours/Days may change due to business needs.

***Depending on the volume of applications received, this job posting may be removed prior to the indicated close date***

Required Qualifications

  • 2+ years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution or 3+ years of experience interacting with people or customers; or military; or an AA/AS degree or higher

Desired Qualifications

  • Experience interacting positively with difficult or irate customers
  • Ability to resolve and work through escalated and complex customer issues
  • 1+ year of banking industry experience
  • Strong time management skills and ability to meet deadlines
  • Ability to research and correspond with customers, responding to their questions and concerns with detailed information
  • Ability to manage a pipeline of work from assignment to completion
  • Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Knowledge and understanding of Hogan
  • Exposure to Wells Fargo CIV (Customer Information View) application
  • Strong attention to detail and accuracy skills

Street Address

UT-Salt Lake City: 260 Charles Lindbergh Dr - Salt Lake City, UT


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Benefits Summary


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