Escalations Representative

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About this role:

Wells Fargo is seeking an Escalations Representative to be part of our LOB Complaints in Consumer Lending Operations.

In this role, you will:

• 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 research 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 concerns raised, as well as determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.

• 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

• Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
• Experience resolving and working through escalated and complex issues
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Customer service focus with the ability to respond to requests in a timely manner
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Strong time management skills and ability to meet deadlines
• Experience meeting high production and quality standards in a fast paced, development and production support environment
• Highly refined and professional verbal and written communications
• Strong analytical skills with high attention to detail and accuracy

• Targeted training start date is 1/20/2026.
• 6-7 weeks Paid Training - M-F 7am-4:30 pm CST.
• Successful candidates Must attend the full duration of training.
• Hybrid work schedule once training is completed - 1 week on campus and 1 week remote.
• Hours of Operation after training is completed M-F, 6:30am - 6:00pm CST
• Shifts will be flexible M-F between 6:30 am - 6:00 pm CST
• Ability to work additional hours, and different schedules based on business need.

• 800 S. Jordan Creek Pkwy., West Des Moines, IA