Wells Fargo Escalations Representative 

United States, Arizona, Phoenix 

195961948

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities, you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.

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:

• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment

• Ability to assist bankers or handle escalated issues

• Experience interacting positively with difficult or irate customers

• Ability to research and resolve complex customer issues

• Strong attention to detail and accuracy skills

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

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

• Knowledge and understanding of the Open Text system/Consumer Lending Portal

• Excellent verbal, written, and interpersonal communication skills

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

• Knowledge and understanding of CIV, CSS, ECIP and BCS systems

• Basic Microsoft Office(Word, Excel, and Outlook) skills

Job Expectations:

• 6 weeks paid Training.Selected candidate is expected to attend the full duration of training.

• Must work on-site at the location posted (Hybrid - A/B week model)

• Flexibility of schedule is an expectation. Schedules are dynamic and will change based on business need as determined by customer volume; customers are the primary focus of everything we do .

26 Mar 2025

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.