Escalations Associate Manager

About this role:

Wells Fargo is seeking an Escalation Associate Manager to lead a team of Escalation Representatives in our Unsecured Lending Operations (ULO) – covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan.

In this role, you will:

• Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance

• Identify opportunities for developing and monitoring service standards and goals in low complexity functional area

• Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management

• Leverage interpretation of policies, procedures, and practices

• Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers

• Manage allocation of people and financial resources for aligned functional area

• Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards

Required Qualifications:

• 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

• Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan

• Experience in researching and resolving escalated issues

• Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment

• ​Experience in performing reviews of quality assurance results

• Reporting experience including the ability to gather, organize and interpret data.

• Ability to assess current processes/procedures and make recommendations for efficiency.

• Collaborate and consult with peers, customer service teams, and first-line supervisors

• Experience leading in a fast paced, demanding, and deadline driven environment while maintaining employee engagement

• Proven ability to execute in a fast paced, high demand, environment while balancing multiple priorities.

• Technical skills: Tableau, ECIP, Nexidia, NICE, FDR, CSS, CIV, and/or JIRA

Job Expectations:

• Department hours of operation: Monday - Friday between 8 am - 9 pm local time and may adjust to support Daylight Savings time.

• This position offers a hybrid work schedule

Posting Location:

• 7711 Plantation Rd. Roanoke, VA

Required location for this position is listed above. Relocation assistance is not available for this position

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.