escalations Associate managerWells Fargo

About this role:
Wells Fargo is seeking an Escalations Associate Manager...
In this role, you will:
Supervise functional area comprised of specialists, team leaders, and first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and services
Make employment decisions and set performance standards
Identify opportunities for developing and monitoring service standards and goals in Customer Care functional area
Make daily supervisory decisions and resolve issues related to internal and external client complaints under direction of Customer Care management
Leverage interpretation of policies, procedures, and practices
Collaborate with first line managers and team regarding escalated client inquiries or complaints
Interact directly with internal and external customers
Manage allocation of people and financial resources for aligned functional area
Mentor and guide talent development of direct reports and assisting in hiring talent
Required Qualifications, US:
2+ 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
1+ years of Leadership experience
Required Qualifications, International:
Experience in Customer or Investor Facing, Disputes, Claims, or Fraud Resolution in the Financial Services or Credit Card Industry, or equivalent through one or a combination of the following: work experience, training, military experience, education
Leadership experience
Desired Qualifications:
Job Expectations:
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, 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.
Wells Fargo

Taguig City, Metro Manila
Permanent
Full-time