Job Responsibilities : Senior Escalations Representative
Salary : $17 per hour
Company : Wells Fargo
Location : Remote
Role & Responsibilities
- Support less experienced individuals in providing resolutions for client inquiries and complaints
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules and providing work direction to the team
- Assist in setting performance standards and recommend process or policy improvements to enhance customer satisfaction
- Provide subject matter expertise and interpretation of procedures to less experienced individuals
- Respond independently to complaints escalated at the highest level
- Interact with internal and external customers to resolve their issues
- Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
Qualifications:
- Strong organizational multi-tasking and prioritizing skills
- Ability to manage a pipeline of work from assignment to completion
- Client service focus with the ability to listen to customer needs and recommend solutions
- Experience managing complaints and objections effectively and professionally
- Intermediate Microsoft Office (Word Excel and Outlook) skills
- Strong time management skills and ability to meet deadlines
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