Veterans Staffing
Escalations Representative - Customer Advocacy Group
Veterans Staffing, San Antonio, Texas, United States, 78201
Escalations Representative
Wells Fargo is seeking an Escalations Representative as part of Consumer and Small Business Banking as part of the Customer Advocacy Group. In this role, you will support internal and external customers with inquiries and complaints regarding financial products and services. You will seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online. You will perform moderately complex initiatives 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. You will receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals. You will interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action. You will serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly. Training and schedule: You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services. Training class starts on March 16 2026, for 5 weeks this might be longer depending on experience. Training hours are 8:00 am
4:30 pm, Monday - Friday. You are required to attend the full duration of this training. We're open from Sunday, 8:00 am
5:00 pm (Central Time) and Monday - Saturday, 7:00a
9:00 pm (Central Time). Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays. Available schedules: Mon - Fri 12:30pm - 9pm (3) Mon - Fri 12:00pm - 8:30pm (1) Mon - Fri 11:30am - 8:00pm (1) 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: Must have experience in Small Business Bi-Lingual in English and Spanish preferred Experience interacting positively with difficult or irate customers Ability to research and resolve complex customer issues Strong attention to detail and accuracy skills Ability to interact with integrity and a high level of professionalism with all levels of team members and management Intermediate Microsoft Office skills Ability to navigate multiple computer systems, applications, and utilize search tools to find information Excellent verbal, written, and interpersonal communication skills Experience resolving and working through escalated and complex customer issues Experience with Wells Fargo Customer Service policies, processes, and procedures Ability to interact with integrity and a high level of professionalism with all levels of team members and management Knowledge and understanding of Wells Fargo Enterprise Complaints Policy Knowledge and understanding of Wells Fargo Customer Care or Executive Office policies, processes and procedures Knowledge and understanding of online banking products, policies, and procedures; within a call center environment Job expectations: Must be able to attend full duration of required training period Ability to work weekends and holidays as needed or scheduled Posting location: 4101 Wiseman Blvd Bldg 102, 2nd Fl
San Antonio, TX 78251 1525 W T Harris Blvd Charlotte, NC Posting end date: 22 Jan 2026 We value equal opportunity. Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Wells Fargo is seeking an Escalations Representative as part of Consumer and Small Business Banking as part of the Customer Advocacy Group. In this role, you will support internal and external customers with inquiries and complaints regarding financial products and services. You will seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online. You will perform moderately complex initiatives 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. You will receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals. You will interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action. You will serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly. Training and schedule: You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services. Training class starts on March 16 2026, for 5 weeks this might be longer depending on experience. Training hours are 8:00 am
4:30 pm, Monday - Friday. You are required to attend the full duration of this training. We're open from Sunday, 8:00 am
5:00 pm (Central Time) and Monday - Saturday, 7:00a
9:00 pm (Central Time). Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays. Available schedules: Mon - Fri 12:30pm - 9pm (3) Mon - Fri 12:00pm - 8:30pm (1) Mon - Fri 11:30am - 8:00pm (1) 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: Must have experience in Small Business Bi-Lingual in English and Spanish preferred Experience interacting positively with difficult or irate customers Ability to research and resolve complex customer issues Strong attention to detail and accuracy skills Ability to interact with integrity and a high level of professionalism with all levels of team members and management Intermediate Microsoft Office skills Ability to navigate multiple computer systems, applications, and utilize search tools to find information Excellent verbal, written, and interpersonal communication skills Experience resolving and working through escalated and complex customer issues Experience with Wells Fargo Customer Service policies, processes, and procedures Ability to interact with integrity and a high level of professionalism with all levels of team members and management Knowledge and understanding of Wells Fargo Enterprise Complaints Policy Knowledge and understanding of Wells Fargo Customer Care or Executive Office policies, processes and procedures Knowledge and understanding of online banking products, policies, and procedures; within a call center environment Job expectations: Must be able to attend full duration of required training period Ability to work weekends and holidays as needed or scheduled Posting location: 4101 Wiseman Blvd Bldg 102, 2nd Fl
San Antonio, TX 78251 1525 W T Harris Blvd Charlotte, NC Posting end date: 22 Jan 2026 We value equal opportunity. Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.