Lead Escalations Representative

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About this role:

Wells Fargo is seeking a Lead Escalations Representative in Level 2 Support as part of Unsecured Lending Operations supporting Consumer and Small Business Credit products. Learn more about the career areas and lines of business at wellsfargojobs.com

In this role, you will:

• Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects

• Research, respond to, and resolve escalated inquiries

• Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support

• Prioritize work and provide daily work leadership and mentorship to the support team

• Lead or contribute to client issue resolutions that require coordination amongst various teams

• Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints

• Consult project owners in case of high profile escalated case

Required Qualifications:

• 6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Leadership experience including coaching, training, and mentoring

• Escalation experience

• Experience managing complaints and objections effectively and professionally

• Experience building partnerships and consulting effectively with leadership

• Ability to interact with integrity and a high level of professionalism with all levels of team members and management

• 6+ months of coaching experience

• Ability to research and resolve complex customer issues

• Experience with Customer Service System (CSS)

• Basic Microsoft Office skills

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information

• Excellent verbal, written, and interpersonal communication skills

• Strong attention to detail and accuracy skills

• Experience supporting a phone, email, online or digital contact center environment

Job Expectations:

• Must be able to attend full duration of required training period

• Ability to provide and work from a home office

• Willingness to work on-site at stated location on the job opening

• This position is not eligible for Visa sponsorship

Work Schedule:

• Monday - Friday 7:00 am - 3:30 pm

• This position offers a hybrid work schedule

​Posting Location(s): 

• 7711 Plantation Rd.  Roanoke, VA 24019-322

Posting End Date: 

29 Apr 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.