Escalations Associate Manager

About this role:

Wells Fargo is seeking a Escalations Associate Manager for Credit Bureau Management

In this role, you will:

• Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance
• Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
• Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management
• Leverage interpretation of policies, procedures, and practices
• Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints interact directly with internal and external customers
• Manage allocation of people and financial resources for aligned functional area
• Be responsible for selection, evaluation, and development of staff make employment decisions and set performance standards

Required Qualifications:

• 2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of leadership experience

Desired Qualifications:

• 8+ Years of Expertise in Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry
• 2+ years of expertise in team management

Job Expectations:

• Escalations: Covers jobs responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.
• Supervise functional area comprised of specialists, team leaders, and first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and services
• Make employment decisions and set performance standards
• Identify opportunities for developing and monitoring service standards and goals in Customer Care functional area
• Make daily supervisory decisions and resolve issues related to internal and external client complaints under direction of Customer Care management
• Leverage interpretation of policies, procedures, and practices
• Collaborate with first line managers and team regarding escalated client inquiries or complaints
• Interact directly with internal and external customers
• Manage allocation of people and financial resources for aligned functional area
• Mentor and guide talent development of direct reports and assisting in hiring talent

Posting End Date:

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our 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.