Lead Escalation Specialist, Wells Fargo

Lead Escalation Specialist

Wells Fargo

Location:
United States, Saint Louis ▼
Charlotte

Category:
Banking

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Lead Escalation Specialist role at Wells Fargo focusing on complex customer complaint resolution, requiring FINRA registration and financial services expertise

Job Responsibility:

Lead the review of complex and sensitive customer complaints or inquiries
Review and analyze complex, multi-faceted business challenges
Make decisions in complex situations requiring understanding of function, policies, regulations
Collaborate with peers and managers to resolve customer complaints
Engage with customers via written and verbal communication
Review complex customer transactions and process gaps
Conduct investigative steps and prepare materials
Propose recommendations impacting future loan quality

Requirements:

5+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience
Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examination sufficient to qualify for immediate FINRA registration
WIM complaint experience
Excellent verbal, written, and interpersonal communication skills
Ability to navigate multiple computer systems, applications, and utilize search tools
Previous experience using ECMP, CIV, Smart Station and SVP applications
Intermediate to advanced Excel skills
Ability to execute in a fast paced, high demand environment while balancing multiple priorities
Demonstrated Customer Experience, Customer Service, and/or Operations experience
Excellent analytical and research skills with high attention to detail
Experienced in time management including organizing, prioritizing and completing multiple tasks

Nice to have:

WIM complaint experience
Intermediate to advanced Excel skills
Experience working with external business partners/vendors

What we offer:

Robust benefits
Competitive compensation
Work-life balance programs
Community investment rewards
Empowerment for growth

Additional Information:

Job Posted:
September 24, 2025

Expiration:
October 16, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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