Escalations Representative Card Services, Wells Fargo

Wells Fargo

Location:
United States, Phoenix

Category:
Banking

Contract Type:
Employment contract

Salary:

21.76 USD / Hour

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Job Description:

Wells Fargo is seeking an Escalations Representative in Consumer Lending as part of Home Lending. This role involves supporting customers with inquiries and complaints regarding financial products and services, resolving client issues, and maintaining compliance with company requirements.

Job Responsibility:

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
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, negotiates, and enact settlements accordingly

Requirements:

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through work experience, training, military experience, education
Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
Experience resolving and working through escalated and complex issues
Ability to research and correspond with customers, responding to their questions and concerns with detailed information
Customer service focus with the ability to respond to requests in a timely manner
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Strong time management skills and ability to meet deadlines
Experience meeting high production and quality standards in a fast paced, development and production support environment
Highly refined and professional verbal and written communications
Strong analytical skills with high attention to detail and accuracy

Nice to have:

Flexibility to work from home and meet the home eligibility assessment conditions, based on business need
Willingness to work on-site at stated location on the job opening

What we offer:

Drug free workplace
Disability inclusion accommodations
Equal opportunity employment

Additional Information:

Job Posted:
September 26, 2025

Expiration:
September 29, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Escalations Representative Card Services