Wells Fargo · 2 days ago
Escalations Representative
Chandler, AZ
Full-time
Onsite
Entry Level
2+ years expWells Fargo is a global financial services leader committed to driving innovation and empowering communities. They are seeking an Escalations Representative to support internal and external customers with inquiries and complaints regarding financial products and services, while ensuring compliance with internal company requirements.
BankingFinancial ServicesFinTechInsurancePayments
Responsibilities
Support internal and external customers with inquiries and complaints regarding financial products and services
Seek ways to determine appropriate courses 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 directions from supervisors, and escalate non-routine client concerns to more experienced individuals
Interact with internal and external customers to respond to the concerns raised, as well as determine appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly
'Processor' tasks are assigned to be worked in Enterprise Complaint Management Platform (ECMP)
SAGE has a one-day Service Level Agreement (SLA) where assigned tasks are built and routed same day
'Processors' are responsible for locating the correct customer; product/service customer is speaking, and route to the correct Line of Business for a response
Each assigned task must be properly noted with summary of the customer concern, regulations fields notated, and necessary flags on cases
After the Wells Fargo Line of Business completes their response to the customer, a 'closing' task will be assigned
The 'Closer' is responsible for reviewing the response and ensuring the response has been completed correctly, before closing out in the ECMP and Agency Portals
Qualification
Required
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
Preferred
Strong knowledge and understanding of bank policies, procedures, and systems
Experience using the following systems SVP, Hogan, CIV, ECAR, and/or FDR
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
Strong analytical skills with high attention to detail and accuracy
Strong risk management and compliance skills
Strong organizational, multi-tasking, and prioritizing skills
Intermediate troubleshooting and problem-solving skills
Benefits
Robust benefits
Competitive compensation
Programs designed to help you find work-life balance and well-being
Company
Wells Fargo
Wells Fargo & Company is a financial services firm that provides banking, insurance, investments, and mortgage services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-10-06IPO
Leadership Team
Charlie Scharf
CEO
Fernando Rivas
CEO of Corporate & Investment Banking
Recent News
2026-01-23
Business – Latest Financial & Stock Market News | New York Post
2026-01-22
Company data provided by crunchbase