Escalation Representative, Wells Fargo

Wells Fargo

Location:
United States, San Antonio

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Wells Fargo is seeking an Escalations Representative to support customers with inquiries and complaints regarding financial products and services, conduct investigations, process transactions, and resolve client issues while maintaining compliance with company requirements.

Job Responsibility:

Support internal and external customers with inquiries and complaints regarding financial products and services
Determine appropriate course of action and conduct investigative steps to identify issues
Process complex transactions online
Perform moderately complex initiatives to resolve client issues
Review complaints for regulatory and non-regulatory flags
Classify risks appropriately in case management system
Receive direction from supervisors and escalate non-routine client concerns
Interact with internal and external customers to respond to raised concerns
Serve as intermediary between parties to resolve disputed matters
Negotiate and enact settlements

Requirements:

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through work experience, training, military experience, education
Research experience, including utilizing multiple systems, in a financial services environment
Knowledge and understanding of the Servicemembers Civil Relief Act (SCRA)
Ability to maintain a high level of quality work with a goal of zero defects
Strong analytical skills with high attention to detail and accuracy
Strong understanding of policies and procedures
Ability to independently manage a pipeline of work and meet deadlines
Ability to identify operational process gaps
Highly effective communication skills, including ability to communicate verbally and in writing in a clear and concise manner
Ability to work in a team environment to achieve business, production, and quality goals
Experience building partnerships with team members and other lines of business

Nice to have:

Research experience in financial services environment
Knowledge of Servicemembers Civil Relief Act (SCRA)
Ability to maintain zero defect quality work
Strong analytical skills with attention to detail
Strong understanding of policies and procedures
Ability to independently manage work pipeline and meet deadlines
Ability to identify operational process gaps
Highly effective communication skills
Ability to work in team environment
Experience building partnerships with team members and other lines of business

What we offer:

Equal opportunity employment
Consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status
Disability accommodation available upon request
Drug-free workplace

Additional Information:

Job Posted:
September 27, 2025

Expiration:
September 29, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Escalation Representative