Escalations Representative

Wells Fargo • West Des Moines, IA

5d • Remote

About The Position

Wells Fargo is seeking an Escalations Representative in Consumer Lending as part of the Cards Credit Bureau Disputes team. The role supports internal and external customers with inquiries and complaints concerning financial products and services. The representative investigates issues, processes complex transactions online, resolves client concerns, reviews complaints for regulatory and non-regulatory flags, and classifies risks in the case management system to support compliant resolution. The role receives direction from supervisors and escalates non-routine concerns to more experienced colleagues. It also serves as an intermediary in disputed matters, negotiating and enacting settlements.

The position requires the ability to provide and work from a home office. Hours are Monday through Friday, either 7:00 a.m.–3:30 p.m. or 8:00 a.m.–4:30 p.m. The posting end date is October 19, 2026, though the posting may be removed earlier due to applicant volume.

Wells Fargo emphasizes customer relationships, risk mitigation, and compliance. Employees are accountable for following applicable policies and procedures, fulfilling risk and compliance obligations, escalating and remediating issues, and making sound risk decisions. Wells Fargo is an equal opportunity employer and provides accommodation for applicants with disabilities upon request. It maintains a drug-free workplace.

Requirements

• At least 2 years of contact experience in a financial services environment, or equivalent demonstrated through work experience, training, military experience, or education.
• Ability to provide and work from a home office.

Nice To Haves

• Strong analytical skills and high attention to detail and accuracy.
• Ability to achieve high production and quality standards.
• Ability to navigate multiple computer systems and applications and use search tools to find information.
• Ability to work in a fast-paced, high-demand environment while balancing multiple priorities.
• Excellent verbal, written, and interpersonal communication skills.
• Knowledge and understanding of credit card dispute resolution.
• Intermediate Microsoft Office skills, including Outlook, Excel, Word, PowerPoint, LiveMeeting, and SharePoint.
• Knowledge and understanding of Shaw, ACAPS, FDR, ECaR, and/or other Consumer Lending applications.
• Knowledge and understanding of credit bureau attributes.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate courses of action, investigate issues, and process complex transactions online.
• Resolve moderately complex client issues and review complaints for regulatory and non-regulatory flags.
• Classify risks appropriately in the case management system to ensure issues are addressed in compliance with company requirements and standards.
• Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals.
• Respond to customer concerns and determine appropriate courses of action.
• Serve as an intermediary in disputed matters, negotiate, and enact settlements.
• Follow applicable risk programs, policies, and procedures; fulfill risk and compliance obligations; and escalate and remediate issues in a timely and effective manner.

What This Job Offers

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