Escalation Specialist

Overview Number of openings: 5 Pay Rate: $21 Interview: MS Teams – INTERVIEWS ON 7/16 Hours: Mon-Fri, 8a – 4:30p Hybrid schedule: 6 weeks of onsite training, then hybrid schedule 5 days in office/5 days remote (cannot miss any time during training) Responsibilities Job Description: Escalations: Covers jobs responsible for managing escalated customer complaints companywide for mostly banking products, which will require special handling. Majority of the calls/emails will be from upset customers. Showing empathy to the customer, obtaining information about the customer’s situation, and letting them know the situation will be taken care of and resolved. The intake team intakes the escalated complaint and directs it to the appropriate research group. Handles it for the Enterprise, all of Wells Fargo. If someone is dissatisfied with customer service, even in a branch, and uses high risk terms like theft or discrimination, they’ll likely be transitioned to this team. Needs to be highly comfortable and experienced with dealing with people on the phone and have great communication skills. Can’t be scared to talk to customers, can’t get rattled. Very customer centric. Great attention to detail and organizational skills. Usually an upset person is saying a lot of information very quickly, this person needs to accurately capture those details while also being empathetic. Should be able to actively listen, will likely be the 5th or 6th person the customer is talking to and they need to be heard out. Able to navigate computer systems. Once they gather this information, they’ll hand it off to the right research team. Successful agents have positivity, are engaged with the process and the customer. Needs to be able to succeed in a fast paced environment. Needs to be able to flex between handling a phone case and a written case. Needs to understand how to work in an office environment. Strong work ethic, need to be punctual and dependable. Candidates should be high caliber individuals who want to join the WF team and be capable of handling things that have been escalated. #J-18808-Ljbffr