Escalations Associate Manager, 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 Associate Manager to join Wells Fargo Consumer and Small Business Banking Operations (CSBBO) Line of Business Escalated Complaints team.

Job Responsibility:

Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services
Identify opportunities for developing and monitoring service standards and goals
Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints
Leverage interpretation of policies, procedures, and practices
Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints
Manage allocation of people and financial resources
Be responsible for selection, evaluation, and development of staff

Requirements:

2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry
1+ years of leadership experience
Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
Customer service focus with the ability to analyze, research, and respond to moderately complex customer issues and complaints
Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
Leadership experience including coaching, training, and mentoring
Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
Experience developing partnerships and collaborating with other business and functional areas
Experience managing a pipeline of work from assignment to completion
Experience resolving and working through escalated and complex customer issues
Ability to achieve high production and quality standards
Ability to assess current processes/procedures and make recommendations for efficiency
Ability to assess issues, make quick decisions, implement solutions, and influence change
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to motivate and provide performance feedback to staff
Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders

Additional Information:

Job Posted:
September 26, 2025

Expiration:
October 02, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Escalations Associate Manager

Wells Fargo

Location:United States, San Antonio

Category:Customer Service

Contract Type:Employment contract