Escalation Manager

We are looking for an experienced Escalation Manager to join the team at Wells Fargo. The ideal candidate will have experience in customer service and dispute resolution, with a passion for delivering exceptional customer experiences. This position requires an individual who is organized, detail-oriented, and comfortable working in a fast-paced environment. The Escalation Manager will be responsible for taking customer escalations from the customer service team, researching customer issues, and using sound judgment to resolve customer disputes in a timely manner.The successful candidate will possess excellent communication skills, both written and verbal, and be comfortable working with a diverse customer base. They will have a proven track record of successfully resolving customer complaints and inquiries. They must also possess strong problem-solving and decision-making skills, and be able to effectively prioritize tasks. A Bachelor’s degree in Business or a related field is preferred, as well as at least 3 years of customer service and dispute resolution experience.

Responsibilities:

1. Handle customer escalations from the customer service team in a timely manner.
2. Research customer issues and use sound judgment to resolve customer disputes.
3. Possess excellent communication skills, both written and verbal, and be comfortable working with a diverse customer base.
4. Utilize strong problem-solving and decision-making skills to effectively prioritize tasks.
5. Possess a proven track record of successfully resolving customer complaints and inquiries.
6. Maintain confidentiality in all customer matters.
7. Maintain a strong working knowledge of Wells Fargo policies and procedures.
8. Remain current on industry standards and best practices.
9. Document customer interaction and resolution in the customer service database.
10. Assist with training and development of customer service team members.

According to JobzMall, the average salary range for a Escalation Manager in St. Louis, MO, USA is between $67,000 to $95,000 per year. This range will depend on the company's size, location, and the candidate's qualifications and experience.

Wells Fargo & Co. is a bank holding company that engages in the provision of banking, insurance, investments, mortgage, and consumer and commercial finance. It operates through the following segments: Community Banking, Wholesale Banking, and Wealth and Investment Management. The Community Banking segment offers investment management and other services to retail customers and securities brokerage and provides financial products and services to consumers and small businesses.