About this role:
Wells Fargo is seeking an Escalations Representative to join the Servicemembers Civil Relief Act (SCRA) Utility. This team serves as a single point of accountability for SCRA results and controls, by providing centralized SCRA and Military Lending Act (MLA) operational oversight for military service customers and their dependents across all enterprise business lines. This includes businesses from Consumer Banking, Consumer Lending, Wholesale, and Wealth and Investment Management (WIM). Escalations Representatives in these roles provide process execution for those activities requiring consistent, standardized operations to mitigate defects and provide economies of scale. The team strives to achieve a zero controllable defect environment. Learn more about the career areas and lines of business at wellsfargojobs.com.
In this role, you will:
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Support internal and external customers with inquiries and requests regarding financial products and services
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Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
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Perform moderately complex initiatives to resolve client issues and review inquiries and requests for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
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Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
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Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
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Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly
Required Qualifications:
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2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
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Knowledge and understanding of Service Members Civil Relief Act (SCRA) experience
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Knowledge and understanding of Hogan, SHAW & MSP system experience
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Strong analytical skills with high attention to detail and accuracy
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Ability to navigate multiple computer systems, applications, and utilize search tools to find information
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Intermediate Microsoft Office (Word, Excel, and Outlook) skills
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Excellent verbal, written, and interpersonal communication skills
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Knowledge and understanding of deposit products
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Knowledge and understanding of document research and review
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Knowledge and understanding of operational research
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Outstanding problem-solving skills
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Strong research and documentation skills
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Experience meeting high production and quality standards
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Ability to manage a pipeline of work from assignment to completion
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Experience working SMIS (service member information system)
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Familiar with ICMP (imaging and content management platform)
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Ability to take initiative and work independently with minimal supervision in a structured environment
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Strong time management skills and ability to meet deadlines
Job Expectations:
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Location: 800 S Jordan Creek Pkwy WEST DES MOINES IA 50266
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Hours: Monday-Friday 8:00am-5:00pm.
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Ability to work additional hours as needed
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Candidate must reside within a reasonable commute to one of the addresses listed in the posting but will have the option to work from home.
Posting End Date:
9 Mar 2025
*Job posting may come down early due to volume of applicants.
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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
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.
Top Skills
What We Do
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with approximately $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through more than 7,300 locations, 12,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in over 40 countries and territories to support customers who conduct business in the global economy. With approximately 250,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 41 on Fortune’s 2022 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
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. © 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
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