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Escalated Complaints Specialist 1

Company: Wells Fargo Bank
Location: Fargo
Posted on: February 15, 2020

Job Description:

Job Description
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.Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. - We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: - Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction.Responsible include and are not limited to:- 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

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
    • Ability to write concisely and clearly
    • Banking industry experience
    • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
    • Strong time management skills and ability to meet deadlines
    • Ability to 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

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

        Salary Information
        The salary range displayed below is based on a Full-time 40 hour a week schedule.

        ND-Fargo: Min: $33,100 Mid: $45,300


        Street Address
        ND-Fargo: 400 45 St S - Fargo, ND


        Disclaimer

        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.

Keywords: Wells Fargo Bank, Fargo , Escalated Complaints Specialist 1, Other , Fargo, North Dakota

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