Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit. 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 research 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 concerns raised, as well as determine appropriate course of action. Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.