Escalations Representative, 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 Representative for Consumer Bureau Management Credit Disputes for Home Lending. This role supports customers with inquiries and complaints regarding financial products and services, conducts investigative steps to identify issues, and processes complex transactions online.

Job Responsibility:

Support 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 to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
Interact with internal 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 one or a combination of the following: work experience, training, military experience, education
Home Mortgage or Equity experience
Knowledge and understanding of credit bureau attributes
Strong analytical skills with high attention to detail and accuracy
Ability to achieve high production and quality standards
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Excellent verbal, written, and interpersonal communication skills
Knowledge and understanding of credit card dispute resolution
Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, Teams and SharePoint) skills

Nice to have:

Home Mortgage or Equity experience
Knowledge and understanding of credit bureau attributes
Strong analytical skills with high attention to detail and accuracy
Ability to achieve high production and quality standards
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Excellent verbal, written, and interpersonal communication skills
Knowledge and understanding of credit card dispute resolution
Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, Teams and SharePoint) skills

What we offer:

Equal opportunity employment
Disability accommodations
Drug-free workplace

Additional Information:

Job Posted:
September 23, 2025

Expiration:
September 24, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Escalations Representative