Escalations Manager - FX Foreign Exchange

Escalations Manager

Wells Fargo is seeking an Escalations Manager within Consumer Commercial Wire Investigations.

In this role, you will:

1. Manage and develop a team to handle complex customer service tasks and create initiatives and programs to support Escalations business goals and objectives
2. Engage internal partners associated with the Escalations functional area
3. Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
4. Make decisions and resolve issues regarding internal and external client complaints
5. Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives
6. Collaborate with Customer Service team and first-line supervisors
7. Interact directly with internal and external customers to resolve their inquiries and complaints
8. Manage allocation of people and financial resources for aligned functional area or business group
9. Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications, US:

• 4+ years of Customer or Investor-facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of leadership experience

Desired Qualifications:

• Management experience in a FX Foreign Exchange operations environment
• Ability to provide leadership to an FX Foreign Exchange operation team
• Leadership experience with ability to effectively manage and engage team
• Experience managing a small to medium sized team
• Ability to motivate team to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Ability to manage initiatives involving process improvements
• Ability to develop partnerships and collaborate with other business and functional areas
• Experience monitoring the performance of others
• Ability to provide oversight and guidance on escalated issues
• Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
• Experience with FX Foreign Exchange
• Experience with PEGA, SVP and HOGAN

Job Expectations:

• Schedule: Monday - Friday; 10am to 6pm; Hybrid - 3 days in the office, 2 days remote. Hybrid schedule subject to change.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.