Escalations Associate Manager

About this role:

Wells Fargo is seeking an Escalations Associate Manager in the Small Business Executive Office as part of Consumer & Small Business Banking. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• 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

Required Qualifications, US:

• 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:

• Excellent verbal, written, and interpersonal communication skills
• Leadership experience including; coaching, training, and mentoring
• Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Ability to consult, build, and maintain solid working relationships in and outside of immediate department
• Ability to lead, train, and provide feedback to staff and corresponding managers
• Knowledge and understanding of the UW (Universal Workstation) system and ECMP
• Contact center experience
• Exposure to Wells Fargo Small Business Lending Operations systems such as: CIV, CPS, FDR, or BCS
• Knowledge and understanding of Small Business Lending Operations products and services
• Knowledge and understanding of Hogan
• Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
• Ability to perform quality assurance audits
• Knowledge and understanding of Small Business credit and deposit products

Job Expectations:

• Ability to work nights, weekends, and/or holidays as needed or scheduled

Posting Location:

• 2800 S Price Rd CHANDLER, AZ 85286

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.