Escalations Representative

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About this role:
Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit products.
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 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:

• Excellent verbal, written, and interpersonal communication skills.
• Intermediate Microsoft Office Suite skills
• 1+ years' experience in Customer Contact Center environment supporting phone, email and/or online/digital customer inquiries.
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.
• Ability to research and effectively resolve customer escalated issues.
• General knowledge and understanding of consumer credit card products, policies, and procedures.
• Good analytical skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
• Technical Skills: CLP, CIV, CSS, BCS, and/or Enterprise Customer Impact Platform (ECIP)

Job Expectations:

• Targeted training start date is 11/3/2025.
• 8 weeks Paid Training
• Selected candidate Must attend the full duration of training.
• Training Schedule is M-F 9:00 am - 5:30 pm EST.
• Hybrid telecommuting option (A/B schedule or Week on, week off) following training.
• Hours of Operation M-F 7am -10pm EST
• Schedule Options after Training is Completed:
  TBD
• Ability to work different schedules based on business need.

Job Location:

• 7711 Plantation Rd., Roanoke, VA

Posting End Date:
10 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.
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.
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To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
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