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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. This role serves as a trusted escalation resource, responsible for independently researching and resolving complex, sensitive customer complaints related to consumer deposit products.
As an Escalation Associate, you will conduct in‑depth analysis of escalated complaints involving consumer deposit products. This role is a research‑driven position focused on critical thinking, documentation review, and cross‑functional collaboration to determine root cause and drive appropriate resolution.
In this role, you will evaluate escalations across applications, transactions, claims, and account activity, applying sound judgment, regulatory awareness, and risk consideration to deliver timely, accurate, and customer‑focused outcomes. You will balance customer advocacy with policy adherence while navigating nuanced scenarios that may involve reputational, legal, or operational risk.
This opportunity is ideal for a detail‑oriented professional who excels in complex investigations, thrives in a highly regulated environment, and is passionate about resolving high‑impact customer issues while contributing to enterprise‑wide risk mitigation and process improvement.
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
Desired Qualifications:
Experience with Loss Mitigation, CLEO, SAGE, or complaints management background
Experience in the composition of formal business correspondence
Experience with non-fraud/fraud claims
Familiarity with investigations, case management systems, banking systems, and operations
Heavy phone and research skills
Advanced verbal, written, and interpersonal communication skills
Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
Job Expectations:
Hybrid schedule 1 week office / 1 week home.
Organization and the ability to prioritize among multiple priorities.
Ability to meet deadlines and work with a sense of urgency.
@RWF22
Posting End Date:
26 Apr 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, 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 Disabilities
To 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.