Escalations Manager - Registered

Wells Fargo & Company • St. Louis, MO

1d • Hybrid

About The Position

Wells Fargo is seeking an Escalations Manager – Registered with FINRA Series 7 and 9/10 or 24. This leader will manage escalated customer complaints across the company, including high‑risk and high‑visibility matters requiring specialized handling. The role involves partnering with internal teams to determine effective resolutions that support customers while upholding strong relationships with stakeholders. Enterprise Complaints is responsible for capturing, researching, and resolving customer concerns. We maintain enterprise-wide standards for complaint intake, operational risk, and quality reviews. We also provide reporting, analysis, and root‑cause insights that help drive improvements in the customer experience. The Escalations Manager – Registered will lead a team responsible for complex Operational & Service escalations within Wealth & Investment Management (WIM), ensuring timely, accurate, and fair outcomes for clients and beneficiaries while maintaining rigorous quality, control, and risk standards.

Requirements

• 4+ 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
• 2+ years of leadership experience
• US only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration

Nice To Haves

• 4+ years of Financial Industry Experience, preferably supporting both large institutional clients and retail investors
• Knowledge and understanding of regulatory compliance requirements surrounding SEC, FINRA, and international regulations for building technological solutions
• Knowledge and understanding of financial products: exposure to fixed income securities, derivatives, and foreign exchange
• Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
• Ability to develop partnerships and collaborate with other business and functional areas
• 3+ Brokerage operations experience
• 4+ Brokerage client support experience
• Ability to identify customer needs and obstacles and take the necessary steps to problem solve
• Strong analytical skills with high attention to detail and accuracy
• Strong organizational, multi-tasking, and prioritizing skills
• Demonstrated experience coaching, developing, and empowering teams to strengthen performance, elevate service quality, and support long‑term career growth
• Proven ability to lead effective coaching conversations, provide actionable feedback, and build development plans that align with business objectives
• Experience preparing and delivering clear, persuasive presentations to director-level and Senior leadership audiences, including communicating trends, risks, and recommendations
• Strong ability to translate complex escalations data and complaint patterns into concise, executive-ready insights
• Exceptional time‑management skills with the ability to balance high-volume case oversight, leadership responsibilities, and competing priorities
• Track record of managing multiple deadlines while maintaining accuracy, quality, and compliance standards
• Ability to create structured workflows, organize large caseloads, and drive timely resolution of escalated matters

Responsibilities

• Manage and develop a team to handle complex customer service tasks and create initiatives and programs to support Escalations business goals and objectives
• Engage internal partners associated with the Escalations functional area
• Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
• Make decisions and resolve issues regarding internal and external client complaints
• Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives
• Collaborate with Escalations team and first-line supervisors
• Interact directly with internal and external customers to resolve their inquiries and complaints
• Manage allocation of people and financial resources for aligned functional area or business group
• Mentor and guide talent development of direct reports and assist in hiring talent

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed