Wells Fargo Escalations Representative Card Services 

United States, Arizona, Phoenix 

893486378

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:

• Ability to navigate multiple systems and applications to research and identify current business documentation and procedures

• Experience resolving and working through escalated and complex issues

• Ability to research and correspond with customers, responding to their questions and concerns with detailed information

• Customer service focus with the ability to respond to requests in a timely manner

• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

• Strong time management skills and ability to meet deadlines

• Experience meeting high production and quality standards in a fast paced, development and production support environment

• Highly refined and professional verbal and written communications

• Strong analytical skills with high attention to detail and accuracy

Job Expectations:

• Flexibility to work from home and meet the home eligibility assessment conditions, based on business need

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

This position is not eligible for Visa sponsorship

Compensation:

• Starting rate $21.76 per hour

Training and Schedule:

• In Person/Virtual Training - start date 5/26/2025

• Training hours are 7:30 am - 4:00 pm Monday - Friday

• Schedule after training: Pick any hours from 6:30am – 6:00pm Monday - Friday

• Hours are flexible. Hours and days may change due to business needs.

Work Location:

• 11601 N Black Canyon Hwy, PHOENIX, AZ 85029 USA

• Candidate must reside within a reasonable commute to one of the addresses listed in the posting but will have the option to work from home on a hybrid model.

31 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.