Escalations Associate Bilingual

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About this role:

Wells Fargo is seeking an Escalation Associate to join the Stakeholder, Agency, Government, and Executive Complaints (S.A.G.E.) Enterprise Complaints Management Office Contact Center. In this role, you will serve as a trusted escalation resource, responsible for resolving complex and sensitive customer issues across a wide range of financial products, including deposit accounts, retail and consumer credit cards, and personal and business loans. This is an opportunity to build your career with Wells Fargo while making a meaningful impact through thoughtful, customer‑focused problem resolution.

In this role, you will research escalated complaints related to applications, claims, and account activity, applying strong judgment and critical thinking to identify root causes and deliver timely, effective resolutions This role is ideal for someone who excels in navigating complex situations, balancing risk awareness with exceptional customer service.

In this role, you will:

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions

• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online

• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters

• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations

• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Required Qualifications:

• 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Bilingual reading, writing, speaking, and listening proficiency in Spanish/English

Desired Qualifications:

• Product knowledge in the area of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products

• 6+ months of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products experience

• Advanced communication skills in Spanish and English (written and verbal)

• Experience resolving and working through escalated and complex issues

• Experience working executive office complaints

• Experience managing complaints effectively and professionally

• Client service focus with the ability to listen to and identify customer needs

• Ability to recommend solutions to customer needs and take the necessary steps to problem solve

• Ability to think critically and think outside the box to come up with creative solutions to complex issues

• Strong research skills and background

• Intermediate Microsoft Office (Word, Excel, and Outlook) skills

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