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Wells Fargo · 6 hours ago

SCRA Escalations Representative

West Des Moines, IA

Full-time

Hybrid

Entry Level

2+ years exp

Wells Fargo is seeking an Escalations Representative to join their Servicemembers Civil Relief Act (SCRA) Utility team. The role involves reviewing and processing account adjustments in compliance with SCRA regulatory requirements, while providing support for various lines of business and ensuring quality and risk management.

BankingFinancial ServicesFinTechInsurancePayments

No H1B

Responsibilities

Perform moderately complex reviews of SCRA activities with an emphasis on risk management, quality, and compliance with internal company requirements and standards

Receive direction from supervisors, and escalate non-routine concerns to more experienced individuals

Provide support for lines of business as directed (e.g., Auto, cards and WFA processes among others) by providing reviews and feedback in determining appropriate courses of action related to SCRA requirements

Work closely with the lines of business in providing quality scores and guidance based on reviews

May assist with internal audits and testing

Work under minimal supervision in a fast-paced environment

Support internal and external customers with inquiries 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

Qualification

SCRA knowledgeFinancial Services experienceService Member Information SystemResearch experienceComposure under pressureTeam collaborationInitiative

Required

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