Escalation Manager - Registered (FINRA License Series 24 or Series 9 & 10))

Position: Escalations Manager - Registered (FINRA License series 24 or Series 9 & 10)))

Work Location: Five Neo, BGC

Onsite or Hybrid: Hybrid (4 Days Onsite/1 day WFH), During training Onsite 100%

Schedule: 08 PM to 05 AM

Work Set up: Night Shift

Interview Process: HR + HM + HM/US Functional Lead

About this role:

Client is seeking an Escalations Manager - Registered to be part of our Enterprise Complaints Remediation team.

We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

In this role, you will:

Manage and develop a team to handle complex customer service tasks and create initiatives and programs to support Escalations business goals and objectives

Engage internal partners associated with the Escalations functional area

Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area

Make decisions and resolve issues regarding internal and external client complaints

Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives

Collaborate with Escalations team and first-line supervisors

Interact directly with internal and external customers to resolve their inquiries and complaints

Manage allocation of people and financial resources for aligned functional area or business group

Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

5+ 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

3+ years of leadership experience

Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Desired Qualifications:

Candidate must be a Bachelor's Degree Holder or higher

Amenable to report onsite and on evening shift

Must have at least 5 years of Leadership experience

FINRA License Series 24.

Job Expectations:

Obtaining and/or maintaining appropriate FINRA license(s) is required for ongoing employment in this position. FINRA Series 24 examinations, or equivalent must be completed within either a 90 or 180-day time period following commencement of employment, depending upon the number of license(s) needed if not immediately available to transfer upon hire. FINRA recognized equivalents will be accepted. This will be communicated at time of offer acceptance. Compliance with state law registration and licensing requirements is mandatory. In addition to state registration and licensing requirements, specific product licenses or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards. Wells Fargo will initiate the FINRA licensing review process at the time of offer acceptance. For specific FINRA qualification exams obtained after 9/30/2018, the Securities Industry Essentials (SIE) exam co-requisite is required