Escalations Associate

Wells Fargo & Company • Charlotte, NC

20h • Hybrid

About The Position

Wells Fargo is seeking an Escalation Associate to join the Stakeholder, Agency, Government, and Executive Complaints (S.A.G.E.) Enterprise Complaints Management Office. This role serves as a trusted escalation resource, responsible for independently researching and resolving complex, sensitive customer complaints related to consumer deposit products. As an Escalation Associate, you will conduct in-depth analysis of escalated complaints involving consumer deposit products. This role is a research-driven position focused on critical thinking, documentation review, and cross-functional collaboration to determine root cause and drive appropriate resolution. In this role, you will evaluate escalations across applications, transactions, claims, and account activity, applying sound judgment, regulatory awareness, and risk consideration to deliver timely, accurate, and customer-focused outcomes. You will balance customer advocacy with policy adherence while navigating nuanced scenarios that may involve reputational, legal, or operational risk. This opportunity is ideal for a detail-oriented professional who excels in complex investigations, thrives in a highly regulated environment, and is passionate about resolving high-impact customer issues while contributing to enterprise-wide risk mitigation and process improvement.

Requirements

• 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

• Experience with Loss Mitigation, CLEO, SAGE, or complaints management background
• Experience in the composition of formal business correspondence
• Experience with non-fraud/fraud claims
• Familiarity with investigations, case management systems, banking systems, and operations
• Heavy phone and research skills
• Advanced verbal, written, and interpersonal communication skills
• Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills

Responsibilities

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Benefits

• Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees