Wells Fargo Escalations Representative 

United States, Virginia, Roanoke 

608862032

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:

• 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)

• Targeted training start date is 5/27/2025.

• 8 weeks Paid Training

• Selected candidate Must attend thefullduration of training.

• Training Schedule is M-F 10:00 am – 6:30 pm EST.

• Must work on-site at the location posted.

• Hours of Operation M-F 7am -10pm EST

• Schedule Options after Training is Completed:

There are three 7am-3:30pm M-F shifts, Two 9am-5:30 pm M-F shifts, One 9:30am - 6pm M-F shift, 10am - 6:30pm M-F shift All shifts are EST.

• Ability to work different schedules based on business need .

Job Location:

• 7711 Plantation Rd., Roanoke, VA

Position is Not eligible for Visa Sponsorship

Wells Fargo Recruitment and Hiring Requirements:

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