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Wells Fargo is seeking an Escalations Representative for our as part of Consumer and Small Business Banking Operation
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
- 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 escalation
- Ability to read and interpret legal documents
- Knowledge and understanding of processing and handling writs of garnishments and levies
- Ability to identify potential operational issues and legal risks
- Experience with Wells Fargo systems such as 1LLG (One Liens, Levies, Garnishments) Hogan, 1sum Cbat CIV & SDD
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- Previous experience in working in a fast-paced call center environment
- Ability to achieve high production and quality standards
- Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
- Ability to work in a fast-paced deadline driven environment
- Monday-Friday 10am-2:00 pm EST
- Schedule subject to change based on business needs
- Overtime is based on the business need and volume of the department, could be required
- You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
- Training will be for 2-4 weeks. Training hours are 10:00 a.m. - 2:00 p.m. Monday - Friday EST. You are required to attend the full duration of this paid 2-4 weeks of training.
- We're open from Monday - Friday, 8:00 am -8:00 pm. Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.
- This position offers a hybrid work schedule
- No relocation
- This position is not eligible for Visa sponsorship
- 1525 W W T Harris Blvd, CHARLOTTE, NC 28262 (Selected candidate must reside within a commutable distance to this location and must be able to work on-site at the posted location
- Monday-Friday 10am-2pm EST
- Schedule subject to change based on business needs
- Overtime is based on the business need and volume of the department, could be required
- You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
- Training will be for 2-4 weeks. Training hours are 10 a.m. - 2 p.m. Monday - Friday EST. You are required to attend the full duration of this paid 2-4 weeks of training.
- We're open from Monday - Friday, 8:00 am -8:00 pm. Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.
- This position offers a hybrid work schedule
- No relocation
- This position is not eligible for Visa sponsorship
21 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.
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.
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What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.0 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations.
Our technology professionals drive innovation, information security, and big data analytics while maintaining a network that handles more than 12 billion customer interactions a year. Join us!
Are you looking for more? Find it here.
At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S.
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. © 2025 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked in the top 3 on the 2025 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
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