Skip to main contentA logo with &quat;the muse&quat; in dark blue text.
Wells Fargo

Escalations Associate

Clive, IA

About this role:

Wells Fargo is seeking an Escalations Associate 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.

In this role, you will:

  • Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
  • Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
  • Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
  • Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
  • Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints
Required Qualifications, US:

Want more jobs like this?

Get Legal Services jobs in Clive, IA delivered to your inbox every week.

By signing up, you agree to our Terms of Service & Privacy Policy.
  • 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
  • Experience in ECMP, experience supporting both Credit Card and personal Lines and loans
  • Strong understanding of complaint processes
Job Expectations:
  • Role is currently under a hybrid working schedule but subject to change
  • Schedule is open but business hours are from 6am-6pm in your time zone
@RWF22

Locations:

HILLSBORO, OR

WEST DES MOINES, IA

SHOREVIEW, MN

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, age, 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.

Client-provided location(s): West Des Moines, IA, USA
Job ID: WellsFargo-R-254559-3
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • FSA
    • HSA
    • Mental Health Benefits
  • Parental Benefits

    • Adoption Assistance Program
    • Family Support Resources
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K) With Company Matching
  • Professional Development

    • Tuition Reimbursement
    • Access to Online Courses
  • Diversity and Inclusion

    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program

Company Videos

Hear directly from employees about what it is like to work at Wells Fargo.

This job is no longer available.

Search all jobs