Escalations Associate Manager

Are you looking for more? Find it here. At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it! Wells Fargo ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces “to grow your career” in the U.S. Learn more about the career areas and business divisions at wellsfargojobs.com.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking an Escalation Associate Manager to lead a team of Escalation Representatives in our Unsecured Lending Operations (ULO) – covering Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan.

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:

• 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

• 1+ years of leadership experience

Desired Qualifications:

• Excellent verbal, written, and interpersonal communication skills

• Experience in Consumer Credit Card Customer Support Services that include Small Business, Retail, Personal Lines and Loan

• Experience in researching and resolving escalated issues

• Leadership experience including coaching, training, and mentoring a diverse staff within in a call center environment

• ​Experience in performing reviews of quality assurance results

• Reporting experience including the ability to gather, organize and interpret data.

• Ability to assess current processes/procedures and make recommendations for efficiency.

• Collaborate and consult with peers, customer service teams, and first-line supervisors

• Experience leading in a fast paced, demanding, and deadline driven environment while maintaining employee engagement

• Proven ability to execute in a fast paced, high demand, environment while balancing multiple priorities.

• Technical skills:  Tableau, ECIP, Nexidia, NICE, FDR, CSS, CIV, and/or JIRA

Job Expectations:

• Department hours of operation: Open 7 days a week between the hours of 5 am - 6 pm local time and will adjust to support Daylight Savings time.

• This position offers a hybrid work schedule

Posting Location:

• 2150 W. Pinnacle Peak Rd. Phoenix, AZ

Required location for this position is listed above. Relocation assistance is not available for this position

Posting may come down early if high volume of applicants.

Posting End Date: 

14 Jun 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

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, o