Escalation Specialist, Wells Fargo

Wells Fargo

Location:
United States, Saint Louis

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Wells Fargo is seeking an Escalation Specialist- Registered. The role involves researching and resolving escalated inquiries and complaints, determining remedial actions, analyzing transactions, and providing feedback to stakeholders. Candidates must meet regulatory requirements, including FINRA licensing, and demonstrate strong communication skills, analytical abilities, and professionalism.

Job Responsibility:

Participate in researching and resolving escalated inquiries and complaints with significant organizational impact and identify opportunities to determine appropriate course of action and conduct investigative steps to fully identify the issues within defined scope of responsibilities
Review and analyze inquiries and complaints that require special handling, research, and evaluation
Consult regarding difficult and complex transactions, and determine appropriate course of remedial action
Present recommendations for resolving escalated inquiries and complaints, and exercise some independent judgment while developing understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions
Provide information to management committee members, agencies, or more experienced business leaders
Provide feedback to internal and external customers regarding identification of fraud and inconsistencies

Requirements:

2+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Nice to have:

WIM complaint experience
Excellent verbal, written, and interpersonal communication skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Previous experience using ECMP, CIV, Smart Station and SVP applications
Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Demonstrated Customer Experience, Customer Service, and/or Operations experience with either digital self-service or call center customer servicing, especially gathering facts to make informed recommendations on customer issues and driving resulting actions through implementation/execution
Excellent analytical and research skills, with high attention to detail and accuracy
Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames
Research, resolve, and respond to complex customer inquiries and complaints based on the needs of the business
Research, resolve, and respond to escalated inquiries and complaints
Address and escalate, as appropriate, internal and external servicing and operational issues identified through escalation research
Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters
Interact with integrity and a high level of professionalism
Experience working with external business partners/vendors

What we offer:

Robust benefits
Competitive compensation
Programs designed to help you find work-life balance and well-being

Additional Information:

Job Posted:
September 30, 2025

Expiration:
October 16, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Escalation Specialist