About this role: Wells Fargo is seeking an Escalations Representative in Wires Investigations as part of Shared Service Operations. Learn more about the career areas and business divisions at wellsfargojobs.com In this role, you will: Support internal customers with inquiries and complaints regarding financial products and services Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions Perform moderately complex initiatives to resolve client issues and review complaints 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 Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals Interact with internal customers to respond to the raised concerns, as well as determine appropriate course of… action Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly Required Qualifications: 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: Knowledge and understanding of wire or FX investigations 1+ year of wire payments or transfers experience Experience with Dodd-Frank regulations Foreign currency experience Ability to understand client concerns, questions and problems pertaining to USD Wire Transfer transactions Knowledge and/or experience with systems: HOGAN, IntelliTracs, PEGA, and SVP Ability to work in team focused environment, while also working independently to achieve daily standards Experience identifying trends and provide alternative solutions Ability to achieve high production and quality standards Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment. Ability to navigate multiple computer system windows, applications, and utilize search tools to find information Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills Job Expectations: Once training is completed must be available to work a hybrid model which typically consists of 3 days per week in the physical office location. May be subject to change. Must be available to work Monday-Friday from 9-6pm EST Location: 1525 W W T Harris Blvd. Charlotte, NC 28262-8522 Posting End Date: 9 Jun 2024 *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 units 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 & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 47 on Fortunes 2023 rankings of Americas largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions
