Escalations Manager

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About this role:
Wells Fargo is seeking an Escalations Manager
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:

• Consumer Credit Services experience
• Excellent verbal, written, and interpersonal communication skills
• Intermediate to advanced Excel skills as well as other Microsoft based systems or platforms
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Excellent analytical and research skills, with high attention to detail and accuracy.
• Experienced in time management including organizing, prioritizing and completing multiple tasks in a high-volume environment and within critical time frames
• Communicates with key stakeholders to ensure resolution/negotiation of sensitive and/or time critical matters
• Interact with integrity and a high level of professionalism
• Experience working with external business partners/vendors

@RWF22
Posting End Date:
16 Oct 2025
*Job posting may come down early due to volume of applicants.
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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.
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