Escalations Representative

About the role

Wells Fargo is seeking an Escalations Representative in their Unsecured Lending Operations supporting Consumer and Small Business Credit products.

Responsibilities

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

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

Desired Qualifications

• Excellent verbal, written, and interpersonal communication skills
• Intermediate Microsoft Office Suite skills
• 1+ years' experience in Customer Contact Center environment supporting phone, email and/or online/digital customer inquiries
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
• Strong analytical skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• Technical Skills: CLP, CIV, CSS, BCS, and/or Enterprise Customer Impact Platform (ECIP)

Job Expectations

• Targeted training start date is 8/10/2026
• 10 weeks Paid Training
• Selected candidate Must attend the full duration of training
• Training Schedule is M-F 10:00 am - 6:30 pm EST
• Hybrid telecommuting option (A/B schedule or Week on, week off) following training
• Hours of Operation M-F 7am -10pm EST
• Schedule Options after Training is Completed: TBD
• Ability to work different schedules based on business need

Benefits

Commensurate with experience

Pay

TBD

Schedule

TBD