Escalations Representative

Wells Fargo is seeking an escalations representative within the sanctions center of excellence team to handle sanctions request for information and payments.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Determine appropriate course of action, conduct investigative steps to identify issues, and process complex transactions online
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags
• 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 raised concerns and determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements
• Identify trends and provide alternative solutions

Requirements

• 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

Qualifications

• 1+ years OFAC Investigations Experience
• 1+ years Wire Investigations Experience
• 1+ years Funds Transfer Experience
• Experience with 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 a team-focused environment while also working independently to achieve daily standards
• 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
• ISO 20022 experience
• Experience with sanctions screening and FIRCOSOFT
• Wires experience

Schedule

• Hybrid model: 3 days per week in the physical office location (may be subject to change)
• Monday-Friday from 9AM-6PM EST