Escalations Representative

Wells Fargo & Company; United States; Hybrid; USD 42,000 - 54,000; Full time

Job summary

Wells Fargo & Company is seeking a full-time Escalations Representative to support internal and external customers with inquiries and complaints regarding financial products. The role includes conducting investigations, resolving client issues, and ensuring compliance with company standards.

A hybrid work model is available, combining on-campus and remote work after training. Responsibilities include handling inquiries, performing investigative steps, and escalating non-routine concerns as

Qualifications

• 1+ year of customer contact experience in a Financial Services support environment.
• Ability to research and effectively resolve escalated customer issues.
• General knowledge of consumer credit card products, policies, and procedures.
• Experience in a fast-paced Call Center environment.
• Technical skills in CIV, CSS, and/or BCS.

Responsibilities

• Support customers with inquiries and complaints related to financial products.
• Conduct investigative steps to identify issues and process complex transactions.
• Classify risks in the case management system and escalate non-routine client concerns as needed.

Skills

Customer service

Investigation

Credit card knowledge

Call center experience

Technical skills (CIV, CSS, BCS)

Tools

CIV

CSS

BCS

Job description

Supporting internal and external customers, the full-time Escalations Representative will manage inquiries and complaints regarding financial products and services, conduct investigations, and resolve client issues while ensuring compliance with company standards, with a work schedule that includes both on-campus and remote work after training.

Key responsibilities

• Support customers with inquiries and complaints related to financial products
• Conduct investigative steps to identify issues and process complex transactions
• Classify risks in the case management system and escalates non-routine client concerns as needed

Required qualifications

• 1+ year of customer contact experience in a Financial Services support environment
• Ability to research and effectively resolve escalated customer issues
• General knowledge of consumer credit card products, policies, and procedures
• Experience in a fast-paced Call Center environment
• Technical skills in CIV, CSS, and/or BCS