Wells Fargo is seeking a Senior Escalations Representative and be part of Global Payments & Liquidity (GPL). The role is responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.
In this role, you will:
- Support less experienced individuals in providing resolutions for client inquiries and complaints
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
- Provide subject matter expertise and interpretation of procedures to less experienced individuals
- Respond independently to complaints escalated at the highest level
- Interact with internal and external customers to resolve their issues
- Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
Required Qualifications:
- 4+ 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:
- Applicants must have completed (2) years of college education, any field
- Excellent English communication skills, verbal and written
- Strong experience in fraud prevention, chargeback process and Visa or Mastercard rules, an advantage
- At least four (4) years professional experience in Customer Service in a BPO work environment support Financial Services, voice support, preferably
Job Expectations:
- Applicants must be amenable to work on night or US shift, Monday - Friday (weekend off)
- Applicants must be amenable to work onsite, 5/NEO, BGC, Taguig City
- Currently, the team works on TEMPORARY hybrid set-up, 3x onsite and 2x WFH
- Applicants must be amenable to work during PH holidays
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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.
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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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