Escalations Associate, Wells Fargo

Wells Fargo

Location:
United States, West Des Moines

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Wells Fargo is seeking an Escalations Associate to research and resolve escalated inquiries and complaints involving branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products. This role handles a pipeline of escalated complaints within ECMO SAGE involving complaints escalated through regulatory and government agencies and Wells Fargo executives/Board of Directors.

Job Responsibility:

Research and resolve escalated inquiries and complaints involving branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products
Handle a pipeline of escalated complaints within ECMO (Enterprise Complaints Management Office) SAGE (Stakeholder, Agency, Government, Executive) involving complaints escalated through regulatory and government agencies and Wells Fargo executives/Board of Directors
Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
Write letters and communicate via phone calls with customers and stakeholders
Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Requirements:

6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through work experience, training, military experience, education
6+ months of experience handling customer complaints

Nice to have:

Product knowledge in the area of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products
6+ months of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products experience
Advanced communication skills (written and verbal)
Experience resolving and working through escalated and complex issues
Experience working executive office complaints
Experience managing complaints effectively and professionally
Client service focus with the ability to listen to and identify customer needs
Ability to recommend solutions to customer needs and take the necessary steps to problem solve
Ability to think critically and think outside the box to come up with creative solutions to complex issues
Strong research skills and background
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Strong analytical skills with high attention to detail and accuracy to ensure adherence to compliance standards
Strong organizational and multi-tasking skills
Strong time management skills with the ability to manage varied caseloads in a fast-paced environment
Ability to maintain a pipeline of cases and accurately prioritize

What we offer:

Robust benefits
Competitive compensation
Programs designed to help find work-life balance and well-being
Rewarded for investing in community
Celebrated for being authentic self
Empowered to grow

Additional Information:

Job Posted:
September 29, 2025

Expiration:
October 28, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Escalations Associate