Lead Escalations Representative

About this role:

Wells Fargo is seeking an Escalations Representative as part of the Small Business CAST team. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• 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

Required Qualifications:

• 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

Desired Qualifications:

• Experience interacting positively with difficult or irate customers
• Strong time management skills and ability to meet deadlines
• Fraud experience
• Strong knowledge and understanding of Virtual Library
• Experience with Customer Information View (CIV and CCM) applications
• Experience with Wells Fargo Customer Service policies, processes, and procedures
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• Knowledge and understanding of Wells Fargo Enterprise Complaints Policy   
• Knowledge and understanding of Wells Fargo Customer Care or Executive Office policies and procedures

Job Expectations:

• Hybrid- one week at home, one week in office on Rotation B

• Monday- Friday 8:00a-4:30p (open shift)

• Closed all federal holidays

Location:

• 4101 Wiseman Blvd Bldg 102 SAN ANTONIO, TX 78251

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$29.00 - $47.26

Benefits:

• Information about Wells Fargo's US employee benefits
• Information about Wells Fargo's International employee benefits

Job Level:

S4

Posting End Date: 16 Jul 2025

*Job posting may come down early due to volume of applicants

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.