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 to support internal and external customers with inquiries and complaints regarding financial products and services, conduct investigations, resolve client issues, and maintain compliance with regulatory 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
Classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance
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
Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements

Requirements:

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through work experience, training, military experience, education
Ability to manage a pipeline of work from assignment to completion
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Ability to take initiative and work independently with minimal supervision in a structured environment
Strong time management skills and ability to meet deadlines
Exposure to Wells Fargo SHAW (System of record for packages and loan products)
Service Members Civil Relief Act (SCRA) experience
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
Compliance with all SCRA regulatory requirements and Wells Fargo's compliance policies
Must meet ongoing regulatory requirements including additional screening and required reporting of certain incidents
Ability to work additional hours as needed
Ability to provide and work from a home office
Willingness to work on-site at stated job locations
Must be available to work hybrid model (three days onsite and two days remote each week)

Nice to have:

Exposure to Wells Fargo SHAW (System of record for packages and loan products)
Service Members Civil Relief Act (SCRA) experience

Additional Information:

Job Posted:
September 02, 2025

Expiration:
September 02, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Escalations Representative