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About this role:Wells Fargo is seeking an Escalations Associate Manager
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:- Excellent Communication and Interpersonal Skills
Proven ability to communicate clearly and effectively with internal stakeholders and external customers, including handling sensitive or high-impact situations. - Strong Analytical and Problem-Solving Skills
Ability to assess complex customer issues, identify root causes, and implement effective solutions in a fast-paced environment. - Demonstrated Flexibility and Adaptability in a Fast-Changing Environment
Proven ability to adjust quickly to shifting priorities, evolving policies, and new technologies while maintaining team performance and customer satisfaction. - Ability to Coach and Develop Talent
Demonstrated success in mentoring team members, providing constructive feedback, and fostering a culture of accountability and growth. - Experience Leading Teams in Escalations or Complaints Resolution
Prior experience managing teams that handle customer complaints, disputes, or escalations, especially in regulated industries.
Job Expectations:- This position is posted for our Chandler, AZ office; however, the team currently operates out of our Tempe, AZ location. The selected candidate will initially manage employees based in Tempe. A transition to Chandler is anticipated in the future, but the move is not yet planned or scheduled. The manager will be expected to relocate their work location to Chandler once the transition occurs.
@RWF22
Posting End Date: 30 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.
