Escalations Specialist - Registered

About This Role

Wells Fargo is seeking an Escalations Specialist with FINRA Series 7. The role covers jobs responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders. This sub-family is specific to registered roles.

In This Role, You Will

• Participate in researching and resolving escalated inquiries and complaints with significant organizational impact and identify opportunities to determine appropriate course of action and conduct investigative steps to fully identify the issues within defined scope of responsibilities
• Review and analyze inquiries and complaints that require special handling, research, and evaluation
• Consult regarding difficult and complex transactions, and determine appropriate course of remedial action
• Present recommendations for resolving escalated inquiries and complaints, and exercise some independent judgment while developing understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions
• Provide information to management committee members, agencies, or more experienced business leaders
• Provide feedback to internal and external customers regarding identification of fraud and inconsistencies
  
  

• 2+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  
  

• Bachelors Degree
  
  

• This position is subject to FINRA background screening requirements. Candidates must successfully complete and pass a background check prior to hire. In accordance with FINRA rules, individuals who are subject to statutory disqualification are not eligible to be associated with a FINRA-registered broker-dealer. Successful candidates must also meet and comply with ongoing regulatory obligations, which include periodic screening and mandatory reporting of certain incidents.
• Flexible with work schedule and arrangements
• Willing to work in Five Neo Building, BGC, Taguig City