Senior Escalations Representative Single Point of Contact SPOC

Wells Fargo•San Antonio, TX

21h•Hybrid

About The Position

Wells Fargo is seeking a Senior Escalations Representative, Single Point of Contact (SPOC) Representative as part of a specialized program designed to enhance customer experience and streamline complaint resolution. This role requires an outstanding communicator who can deliver exceptional customer service while supporting customers with highly escalated and complex concerns.

Requirements

2+ years of customer contact within a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Ability to manage a pipeline of work from assignment through completion using tracking tools.
Intermediate Microsoft Office skills (Excel, Word, Outlook).
Strong attention to detail and ability to maintain accurate documentation across multiple systems.
Ability to take initiative and work independently in a structured environment.
Strong time management skills and ability to meet deadlines.
Familiarity with Wells Fargo systems and the ability to navigate multiple systems.
Exceptional verbal and written communication skills, with the ability to provide empathetic, high-quality customer service to customers with highly escalated concerns.
Ability to perform in a fast paced, high demand environment while balancing multiple priorities.
Partner with internal teams and cross‑functional business partners to gather case insights, resolve discrepancies, align on next steps, and ensure consistent, customer‑focused resolution outcomes.

Responsibilities

Serve as the primary point of contact for customers with escalated concerns, providing consistent communication and status updates throughout the case lifecycle.
Review case criteria to confirm eligibility for SPOC handling, including product type and escalation status.
Create and manage Ad Hoc tasks in internal systems to track SPOC responsibilities and maintain accurate case documentation.
Utilize reporting to monitor assigned cases, including reviewing case status, timelines, milestones, and workload prioritization.
Make introduction calls to customers, verify contact information, set expectations for follow-up cadence, and paraphrase concerns to confirm understanding.
Document all customer interactions in ECMP, Customer Communications, and Pulse notes, ensuring compliance with internal standards.
Conduct follow-up calls based on case status and tracking indicators, provide updates to customers, and gather additional information requested by case specialists.
Perform resolution calls once cases are ready for closure, review resolution letters and supporting documentation, and clearly communicate outcomes to customers.
Close Ad Hoc tasks and complete all required updates in internal systems upon case completion.
Manage daily workflow by leveraging reporting dashboards and internal task management tools to ensure timely follow-ups and completion of resolution calls before end of shift.
Partner with internal teams to coordinate next steps, clarify responsibilities, and ensure timely resolution of escalated cases.