Escalations Representative - SCRA Quality Control

About this role:
Wells Fargo is seeking an Escalations Representative to join our Servicemembers Civil Relief Act (SCRA) Utility team. You will be reviewing and processing account adjustments that support our service members according to SCRA regulatory requirements. This is not a phone position.
In this role, you will:

• Perform moderately complex reviews of SCRA activities with an emphasis on risk management, quality, and compliance with internal company requirements and standards
• Receive direction from supervisors, and escalate non-routine concerns to more experienced individuals
• Provide support for lines of business as directed (e.g., Auto, cards and WFA processes among others) by providing reviews and feedback in determining appropriate courses of action related to SCRA requirements
• Work closely with the lines of business in providing quality scores and guidance based on reviews
• May assist with internal audits and testing
• Work under minimal supervision in a fast-paced environment
• Support internal and external customers with inquiries 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 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
• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Required Qualifications:

• 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

Desired Qualifications:

• In depth knowledge and understanding of the Servicemembers Civil Relief Act (SCRA)
• Systems experience including Service Member Information System (SMIS), IRRIS,Hogan/SHAW, Imaging and Content Managing Platform (ICMP)
• Ability to work in a team environment to achieve business, production, and quality goals
• Experience building partnerships with team members and other lines of business
• Willingness to take initiative including asking questions and researching answers
• Ability to maintain composure in a fast-paced, deadline driven production environment
• Research experience, including utilizing multiple systems, in a financial services environment

Job Expectations:

• This position requires compliance with all SCRA regulatory requirements and Wells Fargo's compliance policies
• Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
• Ability to work additional hours as needed
• Willingness to work on-site at one of the stated job location as directed
• This position is not eligible for visa sponsorship

• Location: 800 S Jordan Creek Pkwy, West, Des Moines, IA 50266• Schedule: Monday-Friday 7am-5pm• Must be available to work a hybrid model where you will be working three days onsite and two days remote each week.
Posting End Date:
19 Nov 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.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.