About this role:Wells Fargo is seeking an Escalations Associate Manager to join Wells Fargo Consumer and Small Business Banking Operations (CSBBO) Line of Business Escalated Complaints team. Learn more about our career areas and lines of business at wellsfargojobs.com.
In this role, you will:- Supervise a team comprised of specialists and team leaders who respond to low complexity inquiries or complaints regarding products and services to ensure timely completion, quality and compliance
- Identify opportunities for developing and monitoring service standards and goals in low complexity functional area
- Make day-to-day supervisory decisions and resolve issues related to internal and external client complaints under direction of management
- Leverage interpretation of policies, procedures, and practices
- Collaborate and consult with peers, colleagues, and mid-level managers regarding escalated client inquiries or complaints; interact directly with internal and external customers
- Manage allocation of people and financial resources for aligned functional area
- Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards
Required Qualifications:- 2+ 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
- 1+ years of leadership experience
Desired Qualifications:- Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
- Customer service focus with the ability to analyze, research, and respond to moderately complex customer issues and complaints
- Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
- Leadership experience including; coaching, training, and mentoring
- Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
- Experience developing partnerships and collaborating with other business and functional areas
- Experience managing a pipeline of work from assignment to completion
- Experience resolving and working through escalated and complex customer issues
- Ability to achieve high production and quality standards
- Ability to assess current processes/procedures and make recommendations for efficiency
- Ability to assess issues, make quick decisions, implement solutions, and influence change
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
- Ability to motivate and provide performance feedback to staff
- Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
Job Expectations:- Must be able to work on site 1 week onsite, 1 week remote
- Training is onsite for the duration
- Available to work a shift within the hours of operation, Monday - Friday 6am - 6pm
Location:- 4101 Wiseman Blvd Bldg 102 SAN ANTONIO, TX 78251
Posting End Date: 2 Oct 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.
