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Lead Escalations Representative

https://www.wellsfargo.com/ Logo

Wells Fargo

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Location:
India , Bengaluru

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

Wells Fargo is seeking a Lead Escalations representative. In this role, you will: Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects; Research, respond to, and resolve escalated inquiries; Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support; Prioritize work and provide daily work leadership and mentorship to the support team; Lead or contribute to client issue resolutions that require coordination amongst various teams; Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints; Consult project owners in case of high profile escalated case.

Job Responsibility:

  • Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects
  • Research, respond to, and resolve escalated inquiries
  • Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
  • Prioritize work and provide daily work leadership and mentorship to the support team
  • Lead or contribute to client issue resolutions that require coordination amongst various teams
  • Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints
  • Consult project owners in case of high profile escalated case

Requirements:

  • 4+ years of customer contact within a Financial Services support environment, experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • 36 Months> experience including SME or team handling role
  • Hands on experience on excel, reporting and data management
  • Experience in feedback delivery and mentoring teammates
  • Eager to learn, self-motivated and a team player.

Nice to have:

  • 36 Months> experience including SME or team handling role
  • Hands on experience on excel, reporting and data management
  • Experience in feedback delivery and mentoring teammates
  • Eager to learn, self-motivated and a team player.

Additional Information:

Job Posted:
May 16, 2026

Expiration:
May 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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