Escalations Representative

About the role

Wells Fargo is seeking an Escalations Representative in their Unsecured Lending Operations supporting Consumer and Small Business Credit products. The role involves supporting internal and external customers with inquiries and complaints regarding financial products and services. The representative is expected to seek ways to determine appropriate course of action, conduct investigative steps to identify issues, and process complex transactions online. They also need to interact with internal and external customers to respond to raised concerns, determine appropriate course of action, serve as an intermediary between parties to resolve disputed matters, and negotiate and enact settlements.

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 issues, and process complex transactions online
• 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 9/8/2026
• 13 weeks Paid Training
• Hybrid telecommuting option (A/B schedule or Week on, week off) following training
• Hours of Operation M-F 6am -5pm CST
• Schedule Options after Training is Completed: TBD
• Ability to work different schedules based on business need

Posting Details

The posting may come down early if there is a high volume of applicants. Wells Fargo is an equal opportunity employer. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities.