Escalations Associate Manager

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About this role:
Wells Fargo is seeking an Escalations Associate Manager
In this role, you will:

• Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance
• Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
• Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management
• Leverage interpretation of policies, procedures, and practices
• Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers
• Manage allocation of people and financial resources for aligned functional area
• Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards

Required Qualifications:

• 2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of leadership experience

Desired Qualifications:

• Excellent Communication and Interpersonal Skills
  Proven ability to communicate clearly and effectively with internal stakeholders and external customers, including handling sensitive or high-impact situations.
• Strong Analytical and Problem-Solving Skills
  Ability to assess complex customer issues, identify root causes, and implement effective solutions in a fast-paced environment.
• Demonstrated Flexibility and Adaptability in a Fast-Changing Environment
  Proven ability to adjust quickly to shifting priorities, evolving policies, and new technologies while maintaining team performance and customer satisfaction.
• Ability to Coach and Develop Talent
  Demonstrated success in mentoring team members, providing constructive feedback, and fostering a culture of accountability and growth.
• Experience Leading Teams in Escalations or Complaints Resolution
  Prior experience managing teams that handle customer complaints, disputes, or escalations, especially in regulated industries.

Job Expectations:

• This position is posted for our Chandler, AZ office; however, the team currently operates out of our Tempe, AZ location. The selected candidate will initially manage employees based in Tempe. A transition to Chandler is anticipated in the future, but the move is not yet planned or scheduled. The manager will be expected to relocate their work location to Chandler once the transition occurs.

@RWF22
Posting End Date:
30 Oct 2025
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
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