Escalations Representative
Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit. 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: Excellent verbal, written, and interpersonal communication skills. Intermediate Microsoft Office Suite skills 1+ years' experience in Call Center environment in Financial Services Industry. Strong organizational, multi-tasking, and prioritization skills Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues. Ability to research and effectively resolve customer escalated issues. General knowledge and understanding of consumer credit card products, policies, and procedures. Good analytical skills with high attention to detail and accuracy Ability to navigate multiple computer systems, applications, and utilize search tools to find information. Ability to interact with integrity and a high level of professionalism with all levels of team members and management. Technical Skills: CIV, CSS, and/or BCS Job Expectations: Targeted training start date is 3/23/2026 10 weeks Paid Training on campus Mon-Fri 10 am
6:30 pm EST. Successful candidates Must attend the full duration of training. Hours of Operation after training is completed Monday-Sunday, 7:00am
12:00am EST Shifts will be assigned during Offer phase, Days off will be Sat/Sun, or Sun/Mon. After training is successfully completed and once approved by your manager, this role will work 1 week on campus and 1 week remote. Ability to work additional hours, and different schedules based on business need. Job Location: 7711 Plantation Rd., Roanoke, VA Position Not eligible for Visa sponsorship. 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 maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit. 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: Excellent verbal, written, and interpersonal communication skills. Intermediate Microsoft Office Suite skills 1+ years' experience in Call Center environment in Financial Services Industry. Strong organizational, multi-tasking, and prioritization skills Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues. Ability to research and effectively resolve customer escalated issues. General knowledge and understanding of consumer credit card products, policies, and procedures. Good analytical skills with high attention to detail and accuracy Ability to navigate multiple computer systems, applications, and utilize search tools to find information. Ability to interact with integrity and a high level of professionalism with all levels of team members and management. Technical Skills: CIV, CSS, and/or BCS Job Expectations: Targeted training start date is 3/23/2026 10 weeks Paid Training on campus Mon-Fri 10 am
6:30 pm EST. Successful candidates Must attend the full duration of training. Hours of Operation after training is completed Monday-Sunday, 7:00am
12:00am EST Shifts will be assigned during Offer phase, Days off will be Sat/Sun, or Sun/Mon. After training is successfully completed and once approved by your manager, this role will work 1 week on campus and 1 week remote. Ability to work additional hours, and different schedules based on business need. Job Location: 7711 Plantation Rd., Roanoke, VA Position Not eligible for Visa sponsorship. 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 maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.