Cherilyn Rachel Bartolome

About this role:

Wells Fargo is seeking an Escalations Associate Manager.

In this role, you will:

• Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance
• Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
• Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management
• Leverage interpretation of policies, procedures, and practices
• Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers
• Manage allocation of people and financial resources for aligned functional area
• Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards
• Managing diffrent process for multiple teams

• Plan and design business processes and systems; providing support on projects related to chargeback and adjustment tools
• Identify, integrate, and manage required internal and external data resources to provide business solutions for complex operational issues
• Coordinate and present feature and change requests and liaison between clients and software vendors
• Design, develop and analyze complex data reports in a holistic and understandable manner
• Acts as the 'Subject Matter Expert' (SME) and provide business knowledge
• Develop and monitor data quality metrics and ensure business data and reporting needs are met
• Lead specific projects that will improve the organization through Lean Project Management