Why Wells Fargo Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader - we're a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job - it's about finding all of the elements to help you thrive, in one place.Living the Well Life means you're supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we're recognized for it - Wells Fargo once again ranked in the top three - making us the #1 financial services employer - on the 2025 LinkedIn Top Companies list of best workplaces "to grow your career" in the U.S. Join us.Learn more about the career areas and business divisions at wellsfargojobs.com.About this role:Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit.In this role, you will:Support internal and external customers with inquiries and complaints regarding financial products and servicesSeek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions onlinePerform 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 standardsReceive direction from supervisors, and escalate non-routine client concerns to more experienced individualsInteract with internal and external customers to respond to the raised concerns, as well as determine appropriate course of actionServe as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordinglyRequired Qualifications:1+ year of customer contact experience in a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educationDesired Qualifications:Excellent verbal, written, and interpersonal communication skills.Intermediate Microsoft Office Suite skills1+ years' experience in fast paced Call Center environmentStrong organizational, multi-tasking, and prioritization skillsAbility to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.Ability to research and effectively resolve customer escalated issues.General knowledge and understanding of consumer credit card products, policies, and procedures.Good analytical skills with high attention to detail and accuracyAbility to navigate multiple computer systems, applications, and utilize search tools to find information.Ability to interact with integrity and a high level of professionalism with all levels of team members and management.Technical Skills: CIV, CSS, and/or BCSJob Expectations:Targeted start date is 9/14/2026Training is paid-13 weeks on campus - M-F 8am-4:30pm ESTSuccessful candidates Must attend the full duration of training.Shifts fall between 8:00 am and 9:00 pm EST - Schedules include a variety of weekday and weekend combinations, including shifts requiring Saturday and/or Sunday coverage.Shift assignments will be assigned during offer phase on a first-come, first-serve basis, subject to availability and business needs. Candidates should be prepared to work any of the available schedules.After training is successfully completed and once approved by your manager, this role will work 1 week on campus and 1 week remotely.Ability to work additional hours, and different schedules based on business need.Job Location:7711 Plantation Rd., Roanoke, VAPosition Not eligible for Visa sponsorship.Pay Range Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.$21.63 - $28.37Benefits Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.Health benefits401(k) PlanPaid time offDisability benefitsLife insurance, critical illness insurance, and accident insuranceParental leaveCritical caregiving leaveDiscounts and savingsCommuter benefitsTuition reimbursementScholarships for dependent childrenAdoption reimbursementPosting End Date:7 Sep 2026*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.Applicants with DisabilitiesTo 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.