Lead Business Execution Consultant – Home Lending WIM Escalation

Wells Fargo & Company•San Antonio, TX

1d•$119,000 - $206,000•Hybrid

About The Position

Wells Fargo is seeking a Lead Business Execution Consultant within the Customer Segments & Enterprise Partnerships team in Home Lending. This role serves as a central point of coordination and control for escalations originating from Wealth & Investment Management (WIM), ensuring high-impact client situations are managed with discipline, speed, and consistency. This position is designed for a highly experienced mortgage professional who operates effectively in complex, high-visibility environments, balancing client advocacy, credit discipline, and relationship management. The role partners closely with Financial Advisors, Market Leaders, and senior leadership across Home Lending and Wealth Management to protect key relationships and drive timely resolution of transaction issues.

Requirements

5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Extensive experience in mortgage origination, underwriting, credit, or operations, with a strong understanding of the end-to-end loan lifecycle.
Proven experience partnering with Financial Advisors, Private Bankers, or Wealth & Investment Management teams.
Demonstrated ability to manage complex or escalated client situations, particularly involving high net worth (HNW) or ultra-high net worth (UHNW) clients.
Strong understanding of mortgage credit policy, underwriting guidelines, pricing, and operational processes.
Advanced stakeholder management skills, with the ability to influence across multiple functions and levels, including senior leadership.
Excellent judgment and decision-making skills, with the ability to balance client experience, relationship value, and risk considerations.
Strong executive communication skills, with the ability to deliver clear, concise, and well-structured updates in high-pressure environments.
Experience operating in a centralized escalation, issue resolution, or client advocacy function is preferred.

Responsibilities

Serve as the single point of intake and triage for inbound mortgage-related escalations from Wealth & Investment Management through defined escalation paths (Financial Advisors, Market Managers, and leadership channels).
Assess escalations for materiality, reasonableness, urgency, and client impact, applying disciplined judgment and escalation governance standards.
Act as a client advocate for high-value Wealth Management relationships, ensuring transaction outcomes are aligned with overall relationship value while maintaining adherence to credit policy and risk frameworks.
Proactively identify and intervene in at-risk transactions (e.g., processing delays, misalignment across teams, potential adverse credit decisions) to mitigate downstream impacts.
Take end-to-end ownership of escalated issues, driving resolution across cross-functional partners including Underwriting, Credit, Pricing, and Operations.
Establish clear action plans, timelines, and accountability, ensuring issues are progressed efficiently and resolved in a timely manner.
Provide consistent, transparent, and aligned communication across Home Lending and Wealth Management stakeholders, including Financial Advisors and senior leadership.
Deliver timely updates on escalation status, risks, and expected outcomes, managing expectations appropriately in complex or sensitive situations.
Evaluate and elevate material risks to senior leadership, particularly where adverse credit decisions or operational breakdowns may impact key client relationships.
Partner directly with senior leaders across Home Lending and Wealth Management to ensure alignment, visibility, and timely decision-making on high-impact issues.
Contribute to continuous improvement of escalation frameworks, processes, and partnership models to enhance client experience and operational effectiveness.