Lead Escalation Specialist- Registered

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About this role:

Wells Fargo is seeking a Lead Escalation Specialist- Registered

In this role, you will:

• Lead the review of complex and sensitive customer complaints or inquiries, including those that are cross-functional with broad impact on loan quality and practices, and act as key participant in long-term planning for the executive offices requiring registered support
• Review and analyze complex, multi-faceted, longer-term business, operational, or technical challenges that require in-depth evaluation of multiple factors including intangibles or unprecedented factors
• Make decisions in complex and multi-faceted situations requiring solid understanding of the function, policies, regulations, procedures and compliance requirements that influence and lead the executive office to meet deliverables and drive new initiatives; determine and execute appropriate course of remedial action
• Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve sensitive customer complaints, inquiries, mediations, and corrective actions; may lead projects, teams or serve as a peer mentor
• Engage with customer via written and verbal communication to seek understanding, provide updates, and to clearly communicate resolution
• Review complex customer transactions, process gaps, or research that require in-depth evaluation and special handling in response to highly sensitive customer inquiries, allegations, and complaints
• Conduct investigative steps and prepare materials to fully identify the issues, including research on product information, terms, conditions, regulations, or contracts
• Propose recommendations which may have a fundamental impact on future loan quality, or are related to matters of high sensitivity and financial impact

• 5+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• US only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examination (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

• WIM complaint experience
• Excellent verbal, written, and interpersonal communication skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Previous experience using ECMP, CIV, Smart Station and SVP applications
• Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing, especially gathering facts to make informed recommendations on customer issues and driving resulting actions through implementation/execution
• Excellent analytical and research skills, with high attention to detail and accuracy.
• Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames
• Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business
• Research, resolve, and respond to escalated inquiries and complaints
• Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research
• Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters
• Interact with integrity and a high level of professionalism
• Experience working with external business partners/vendors

• US only: Obtaining and/or maintaining appropriate FINRA license(s) is required for ongoing employment in this position. Compliance with state law registration and licensing requirements is mandatory. In addition to state registration and licensing requirements, specific product licenses or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards. Wells Fargo will initiate the FINRA licensing review process at the time of offer acceptance. For specific FINRA qualification exams obtained after 9/30/2018, the Securities Industry Essentials (SIE) exam co-requisite is required