Escalations Representative

About this role:

Wells Fargo is seeking an Escalations Representative in Line of Business Escalated Complaints as part of the Consumer and Small Business Operations. Learn more about our career areas and lines of business at wellsfargojobs.com .

In this role, you will:

• 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
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action.
• Handle escalated customer inquiries via email, letters, and/or phone with professionalism and urgency.
• Investigate and resolve complex issues by collaborating with internal departments.
• Document case details thoroughly and accurately in the system of record.
• Identify trends in escalations and provide feedback to improve processes and customer experience.

• 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+ 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.
• Experience managing complaints and objections effectively and professionally
• Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
• Strong organizational, multi-tasking, and prioritizing skill
• Excellent verbal, written, and interpersonal communication skills
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Solid conflict management and decision-making skills
• Experience handling financial claims, including investigation and resolution of complex cases.
• Background in consumer banking, with a strong understanding of banking products, services, and customer service protocols.
• Proven expertise in identifying and mitigating financial fraud, including familiarity with fraud detection tools and regulatory compliance.
• Strong analytical and problem-solving skills with attention to detail in reviewing financial transactions and documentation.
• Ability to navigate sensitive customer situations with professionalism and discretion.
• Self-starter with excellent organizational skills and the ability to manage multiple priorities independently.

• Must be able to attend full duration of required training period
• Schedule: Hybrid work environment (in-office and remote on an A/B schedule), Monday through Friday
• Hours: Standard business hours (e.g., 6:30 AM - 5:00 PM Arizona Time)

• Starting Pay Rate: $24.75

• 2700 S Price Rd, Chandler, AZ 85286