Escalations Representative
About the role
Wells Fargo is seeking an Escalations Representative in their Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit. In this role, you will 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.
Required Qualifications
- 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 fast paced Call Center environment
- Strong organizational, multi-tasking, and prioritization skills
- Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
- Good analytical skills with high attention to detail and accuracy
- Able 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: CIV, CSS, and/or BCS
Job Expectations
- Targeted training start date is 8/03/2026
- 10 weeks Paid Training on campus - M-F 8am-4:30pm EST
- Successful candidates must attend the full duration of training
- This role will work 1 week on campus and 1 week remote after training is successfully completed and once approved by your manager
- Ability to work additional hours, and different schedules based on business need
Job Location
7711 Plantation Rd., Roanoke, VA