Wells Fargo · 7 hours ago
Escalations Associate Manager
Roanoke, VA
Full-time
Hybrid
Entry, Mid Level
2+ years expWells Fargo is seeking an Escalation Associate Manager to lead a team of Escalation Representatives in their Unsecured Lending Operations. The role involves supervising a team that responds to inquiries and complaints, ensuring quality service, and managing resources effectively.
BankingFinancial ServicesFinTechInsurancePayments
No H1B
Responsibilities
Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance
Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management
Leverage interpretation of policies, procedures, and practices
Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers
Manage allocation of people and financial resources for aligned functional area
Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards
Qualification
Required
2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ years of leadership experience
Preferred
Excellent verbal, written, and interpersonal communication skills
Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan
Experience in researching and resolving escalated issues
Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment
Experience in performing reviews of quality assurance results
Reporting experience including the ability to gather, organize and interpret data
Ability to assess current processes/procedures and make recommendations for efficiency
Collaborate and consult with peers, customer service teams, and first-line supervisors
Experience leading in a fast paced, demanding, and deadline driven environment while maintaining employee engagement
Proven ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Technical skills: Tableau, ECIP, Nexidia, NICE, FDR, CSS, CIV, 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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