At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
About this role:
Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit products.
Learn more about the career areas and business divisions at wellsfargojobs.com.
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 05/04/2026
- 10 weeks Paid Training
- Selected candidate Must attend the full duration of training.
- Training Schedule is M-F 10:00 am - 6:30 pm EST time.
- 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 needs
Top Skills
What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.1 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. © 2026 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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