About this role:Wells Fargo is seeking an
Escalations Manager to lead Unsecured Lending Operations (ULO) Customer Advocacy Support Team (CAST), an off-phone account maintenance and servicing team supporting ULO Customer Service and Complaints across all ULO products.
Learn more about the career areas and lines of business at wellsfargojobs.com.
In this role, you will:- Manage and develop teams primarily comprised of specialists, team leaders, and may include first line managers responsible for responding to inquiries or complaints regarding products and services and handling low to moderately complex service tasks and create initiatives and programs to support Escalations business goals and objectives
- Engage internal partners associated with the Escalations functional area
- Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
- Make decisions and resolve issues regarding internal and external client complaints
- Interpret and develop Escalations policies and procedures with low to moderate complexity to ensure quality and that service standards meet business objectives
- Collaborate and consult with peers, customer service teams, and first-line supervisors
- Interact directly with internal and external customers to resolve their inquiries and complaints
- Manage allocation of people and financial resources for aligned functional area or business group
- Mentor and guide talent development of direct reports and assist in hiring talent
Required Qualifications:- 4+ years of Customer or Investor-facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 2+ years of leadership experience
Desired Qualifications:- 3+ years' experience in Risk and/or Control execution
- 2+ years' experience in Consumer Credit Card Customer Support Services and/or Credit Card Collections
- 3+ years' experience in researching and resolving escalated issues
- 2+ years' experience working with Internal Audits, Exams, and/or Testing
- 2+ years' Management experience managing motivating employees across multiple domestic operational sites including experience managing leaders.
- Experience working across business lines to execute change, optimize processes and controls, and execute on complex customer requests and operational controls.
- Experience creating presentations to convey the scope of a process, and walking key business partners (including auditors, examiners, and testers) through the execution of complex processes and controls.
- Experience identifying opportunities for enhancement and optimization within complex processes and controls.
- Experience mitigating risk within complex processes and controls.
- Experience partnering with support services to execute change, resolve issues, and optimize processes.
- Experience presenting to leaders at multiple levels.
- Bachelor's degree in communications, business, finance, or a related field.
- Excellent verbal, written, and interpersonal communication skills
- Technical skills: Tableau, ECMP (Enterprise Complaints Management Platform), NICE/Nexidia, CSS, BCS, CIV, and/or JIRA
Job Expectations:- This position offers a hybrid work schedule
- Required locations listed
- Relocation assistance is not available for this position
- Ability to travel up to 25% of the time
Posting Locations: - 1525 W WT Harris Blvd (CIC) - Charlotte, NC
- 2150 W. Pinnacle Peak Rd. - Phoenix, AZ
- 800 S Jordan Creek Pkwy. - West Des Moines, IA
Position Not eligible for Visa sponsorship.
Posting End Date: 8 Jul 2025
*Job posting may come down early due to volume of applicants. We Value Equal OpportunityWells 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 DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol PolicyWells 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.
