- Support the SCRA Utility with account-level processing of time sensitive requests for SCRA benefits
- Perform moderately complex processing activities in various systems of record (SORs) to meet regulatory and non-regulatory commitments to WF customers and associated parties
- Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
- Manage a pipeline of tasks related to the SCRA benefits team processes
- Review and provide research and timelines for escalated loans, as needed
- Assist with special projects and procedure edits when requested
- Support internal and external 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 online
- 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 and external 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
- 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
- Lending experience
- Knowledge of Home Mortgage and/or Home Equity systems of record, e.g., MSP, ECaR, SHAW
- Servicemember's Civil Relief Act (SCRA) experience
- Excellent verbal, written, and interpersonal communication skills
- Knowledge and understanding of home equity and mortgage processes
- Ability to manage multiple priorities
- Ability to learn multiple systems of record in a processing environment
- Ability to multi-task or balance multiple daily objectives
- Flexibility to respond to emerging or escalated priorities
- High attention to details
- Intermediate Microsoft Office skills
- Intermediate Excel skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Excellent verbal, written, and interpersonal communication skills
- Ability to work independently and within a team
- Ability to work additional hours as needed
- Work closely with peers, management, and legal advisors to ensure the resolution of escalated issues or complaints.
- This position is not eligible for Visa sponsorship
- Location: 4101 Wiseman Blvd Bldg. 203, San Antonio, Texas 78251
- Hours: Monday-Friday 8am-5pm
- This is a hybrid opportunity
- Job posting may come down early due to volume of applicants.
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Escalations Representative - San Antonio, United States - Wells Fargo
Description
About this role:
Wells Fargo is seeking an Escalations Representative to join our Servicemembers Civil Relief Act (SCRA) Utility team. You will be reviewing and processing account adjustments that support our service members according to SCRA regulatory requirements.
If you have a passion for supporting our service members and experience with system of record processing, this is the role for you.
Learn more about the career areas and business divisions atIn this role, you will:
Required Qualifications:
Desired Qualifications:
Job Expectations:
Hours and Location:
Posting End Date:
8 May 2024
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.
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.
