Escalations Manager, Wells Fargo

Escalations Manager

Wells Fargo

Location:

Philippines, Taguig City

Category:

Banking

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking an Escalations Manager to manage and develop a team to handle complex customer service tasks and create initiatives and programs to support Escalations business goals and objectives.

Job Responsibility:

Manage and develop a team to handle complex customer service tasks and create initiatives and programs to support Escalations business goals and objectives
Engage internal partners associated with the Escalations functional area
Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
Make decisions and resolve issues regarding internal and external client complaints
Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives
Collaborate with Escalations team and first-line supervisors
Interact directly with internal and external customers to resolve their inquiries and complaints
Manage allocation of people and financial resources for aligned functional area or business group
Mentor and guide talent development of direct reports and assist in hiring talent

Requirements:

4+ 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
2+ years of leadership experience
US only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Additional Information:

Job Posted:

March 28, 2025

Expiration:

April 13, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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