About this role:

Wells Fargo is seeking an Escalations Representative as part of Consumer and Small Business Banking as part of the Customer Advocacy Group. Learn more about our career areas and lines of business at wellsfargojobs.com.

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

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: 

*Job posting may come down early due to volume of applicants.

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.

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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.