Senior Escalations Specialist - Registered

About This Role

Wells Fargo is seeking a Senior 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 comprehensive reviews, including report preparation and research of findings, and propose recommendations for a fundamental impact on future loan quality
• Determine appropriate course of remedial action, conduct investigative steps to fully identify the issues, and research product information, terms, conditions, or contracts
• Review moderately complex transactions, process gaps, or research that requires in-depth evaluation and special handling
• Contribute to the resolution of highly sensitive customer inquiries and complaints, and partner with executives, more experienced management, relationship managers, and other internal partners or business lines to resolve issues by identifying creative or unique solutions
• Collaborate with peers, colleagues, and leaders to resolve highly sensitive customer inquiries and complaints
• May serve as a mentor to less experienced staff
  
  

• 4+ 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