Wells Fargo · 1 day ago
Escalations Representative - Customer Advocacy Group
Charlotte, NC
Full-time
Onsite
Entry Level
2+ years expWells Fargo is seeking an Escalations Representative as part of Consumer and Small Business Banking within the Customer Advocacy Group. The role involves supporting customers with inquiries and complaints regarding financial products, conducting investigations, and resolving client issues while ensuring compliance with internal standards.
BankingFinancial ServicesFinTechInsurancePayments
Responsibilities
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
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
Must have experience in Small Business
Bi-Lingual in English and Spanish preferred
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 interact with integrity and a high level of professionalism with all levels of team members and management
Intermediate Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Excellent verbal, written, and interpersonal communication skills
Experience resolving and working through escalated and complex customer issues
Experience with Wells Fargo Customer Service policies, processes, and procedures
Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
Knowledge and understanding of Wells Fargo Customer Care or Executive Office policies, processes and procedures
Knowledge and understanding of online banking products, policies, and procedures; within a call center environment
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
Business – Latest Financial & Stock Market News | New York Post
2026-01-22
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2026-01-22
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