Wells Fargo · 20 hours ago
Lead Escalations Representative
ROANOKE, VA
Full-time
Hybrid
Senior Level
6+ years expWells Fargo is seeking a Lead Escalations Representative in Level 2 Support in their Unsecured Lending Operations. The role involves supporting an Escalations team, resolving escalated inquiries, and providing guidance on customer complaints while leading cross-group projects.
BankingFinancial ServicesFinTechInsurancePayments
No H1B
Responsibilities
Support less experienced Escalations team in interpreting and understanding complex policies as well as managing cross-group projects
Research, respond to, and resolve escalated inquiries
Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
Prioritize work and provide daily work leadership and mentorship to the support team
Lead or contribute to client issue resolutions that require coordination amongst various teams
Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints
Consult project owners in case of high profile escalated case
Qualification
Required
6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Preferred
Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment
Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan
Experience in researching and resolving escalated issues
Experience managing complaints and objections effectively and professionally
Experience leading in a fast paced, demanding, and deadline driven environment
Experience building partnerships and consulting effectively with leadership
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Strong attention to detail and accuracy skills
Experience supporting a phone, email, online or digital contact center environment
Technical skills: Tableau, ECIP, Nexidia, NICE, FDR, CSS, CIV, Microsoft Office Applications, and/or JIRA
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
2026-01-24
2026-01-23
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