Escalations Representative
Wells Fargo, Roanoke, VA, United States
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 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
Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly
Required Qualifications:
1+ year of customer contact experience in a Financial Services support 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 fast paced Call Center environment
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 6/08/2026
10 weeks Paid Training on campus.
Successful candidates Must attend the full duration of training.
Shifts will be assigned during Offer phase.
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.
Posting End Date: 10 May 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 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 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
Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly
Required Qualifications:
1+ year of customer contact experience in a Financial Services support 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 fast paced Call Center environment
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 6/08/2026
10 weeks Paid Training on campus.
Successful candidates Must attend the full duration of training.
Shifts will be assigned during Offer phase.
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.
Posting End Date: 10 May 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.