Escalations Representative

Bilingual Escalations Representative

Wells Fargo is seeking a Bilingual (Spanish) Escalations Representative in the sanctions center of excellence team. In this role, you will:

- 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

Required Qualifications:

• 1+ year of customer contact experience in a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Bilingual in Spanish and English

Desired Qualifications:

• 1+ years OFAC Investigations Experience
• 1+ years Wire Investigations Experience
• 1+ years Funds Transfer Experience
• Mainframe applications: HOGAN/SVP, PEGA.
• Self-motivated with a high level of initiative and accountability
• Excellent verbal, written, and interpersonal communication skills.
• Experience within a high volume, fast paced and constantly changing environment.
• Ability to understand client concerns, questions and problems pertaining to USD Wire Transfer transactions.
• Ability to work in team focused environment, while also working independently to achieve daily standards
• Identify trends and provide alternative solutions.
• Ability to achieve high production and quality standards
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Knowledge of swift/FED/Chips payments
• Familiar with ISO 20022
• Experience with sanctions screening and FIRCOSOFT

Job Expectations:

• Once training is completed must be available to work a hybrid model which typically consists of 3 days per week in the physical office location. May be subject to change.
• Must be available to work Monday-Friday from 9AM-6PM EST
• Must take and pass required language assessment. (Spanish)

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.