Escalations Representative

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About this role:
Wells Fargo is seeking an Escalations Representative to be part of our LOB Complaints in Consumer Lending Operations.
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.

Required Qualifications:

• 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

Desired Qualifications:

• Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
• Experience resolving and working through escalated and complex issues
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Customer service focus with the ability to respond to requests in a timely manner
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Strong time management skills and ability to meet deadlines
• Experience meeting high production and quality standards in a fast paced, development and production support environment
• Highly refined and professional verbal and written communications
• Strong analytical skills with high attention to detail and accuracy

Job Expectations:

• Targeted training start date is 1/20/2026.
• 6-7 weeks Paid Training - M-F 8am-4:30 pm CST.
• Successful candidates Must attend the full duration of training.
• Hybrid work schedule once training is completed - 1 week on campus and 1 week remote.
• Hours of Operation after training is completed M-F, 6:30am - 6:00pm CST
• Shifts will be flexible M-F between 6:30 am - 6:00 pm CST
• Ability to work additional hours, and different schedules based on business need.

Job Location:

• 800 S. Jordan Creek Pkwy., West Des Moines, IA

Position not eligible for Visa sponsorship
Posting End Date:
17 Dec 2025
*Job posting may come down early due to volume of applicants.
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Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
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