Escalations Representative, Wells Fargo

Wells Fargo

Location:
United States, Saint Louis ▼
Charlotte

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Wells Fargo is seeking an Escalations Representative to support internal and external customers with inquiries and complaints regarding financial products and services. This role involves conducting investigative steps to identify issues, processing complex transactions, resolving client issues, reviewing complaints for regulatory flags, and serving as an intermediary to resolve disputed matters.

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 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 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 one or a combination of the following: work experience, training, military experience, education
2+ Months of brokerage complaint handling experience
Brokerage operations experience
Brokerage client support experience
Experience resolving and working through escalated and complex issues
Experience managing complaints and objections effectively and professionally
Client service focus with the ability to listen to customer needs and recommend solutions
Ability to identify customer needs and obstacles and take the necessary steps to problem solve
Solid understanding of brokerage products and services
Strong business writing skills
Intermediate Microsoft Office (Word, Excel, and Outlook) skill
Strong analytical and problem-solving skills with high attention to detail and accuracy
Strong organizational, multi-tasking, and prioritizing skills

Nice to have:

2+ Months of brokerage complaint handling experience
Brokerage operations experience
Brokerage client support experience
Experience resolving and working through escalated and complex issues
Experience managing complaints and objections effectively and professionally
Client service focus with the ability to listen to customer needs and recommend solutions
Ability to identify customer needs and obstacles and take the necessary steps to problem solve
Solid understanding of brokerage products and services
Strong business writing skills
Intermediate Microsoft Office (Word, Excel, and Outlook) skill
Strong analytical and problem-solving skills with high attention to detail and accuracy
Strong organizational, multi-tasking, and prioritizing skills

What we offer:

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

Additional Information:

Job Posted:
September 29, 2025

Expiration:
October 03, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Escalations Representative