Escalations Representative - Customer Advocacy Group

Wells Fargo•San Antonio, TX

About The Position

About this role: Wells Fargo is seeking an Escalations Representative as part of Consumer and Small Business Banking as part of the Customer Advocacy Group. Learn more about our career areas and lines of business at wellsfargojobs.com. In this role, you will: Support internal and external customers with inquiries and complaints regarding financial products and services Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly Training and Schedule: You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services. Training class starts on March 16 2026 , for 5 weeks this might be longer depending on experience. Training hours are 8:00 am – 4:30 pm, Monday - Friday. You are required to attend the full duration of this training. We’re open from Sunday, 8:00 am – 5:00 pm (Central Time) and Monday - Saturday, 7:00a – 9:00 pm (Central Time). Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays. Available schedules: Mon - Fri 12:30pm - 9pm (3) Mon - Fri 12:00pm - 8:30pm (1) Mon - Fri 11:30am - 8:00pm (1)

Requirements

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Must be able to attend full duration of required training period
Ability to work weekends and holidays as needed or scheduled

Nice To Haves

Must have experience in Small Business
Bi-Lingual in English and Spanish preferred
Experience interacting positively with difficult or irate customers
Ability to research and resolve complex customer issues
Strong attention to detail and accuracy skills
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Intermediate Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Excellent verbal, written, and interpersonal communication skills
Experience resolving and working through escalated and complex customer issues
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, processes and procedures
Knowledge and understanding of online banking products, policies, and procedures; within a call center environment

Responsibilities

Support internal and external customers with inquiries and complaints regarding financial products and services
Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

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