Escalations Associate, Bilingual
Wells Fargo
full-time
Posted on:
Location Type: Hybrid
Location: West Des Moines • Arizona • Iowa • United States
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Salary
💰 $29 - $48 per hour
About the role
- 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
Requirements
- 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
- Bilingual reading, writing, speaking, and listening proficiency in Spanish/English
Benefits
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
judgmentinvestigative skillsnegotiationproblem-solvingcommunication