Senior Escalations Representative Single Point of Contact SPOC

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About this role:

Wells Fargo is seeking a Senior Escalations Representative, Single Point of Contact (SPOC) Representative as part of a specialized program designed to enhance customer experience and streamline complaint resolution. This role requires an outstanding communicator who can deliver exceptional customer service while supporting customers with highly escalated and complex concerns.

In this role, you will:

• Serve as the primary point of contact for customers with escalated concerns, providing consistent communication and status updates throughout the case lifecycle.

• Review case criteria to confirm eligibility for SPOC handling, including product type and escalation status.

• Create and manage Ad Hoc tasks in internal systems to track SPOC responsibilities and maintain accurate case documentation. 

• Utilize reporting to monitor assigned cases, including reviewing case status, timelines, milestones, and workload prioritization. 

• Make introduction calls to customers, verify contact information, set expectations for follow-up cadence, and paraphrase concerns to confirm understanding. 

• Document all customer interactions in ECMP, Customer Communications, and Pulse notes, ensuring compliance with internal standards. 

• Conduct follow-up calls based on case status and tracking indicators, provide updates to customers, and gather additional information requested by case specialists. 

• Perform resolution calls once cases are ready for closure, review resolution letters and supporting documentation, and clearly communicate outcomes to customers.

• Close Ad Hoc tasks and complete all required updates in internal systems upon case completion. 

• Manage daily workflow by leveraging reporting dashboards and internal task management tools to ensure timely follow-ups and completion of resolution calls before end of shift. 

• Partner with internal teams to coordinate next steps, clarify responsibilities, and ensure timely resolution of escalated cases. 

Required Qualifications:

• 2+ years of customer contact within a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Ability to manage a pipeline of work from assignment through completion using tracking tools.

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

• Strong attention to detail and ability to maintain accurate documentation across multiple systems. 

• Ability to take initiative and work independently in a structured environment. 

• Strong time management skills and ability to meet deadlines. 

• Familiarity with Wells Fargo systems and the ability to navigate multiple systems.

• Exceptional verbal and written communication skills, with the ability to provide empathetic, high-quality customer service to customers with highly escalated concerns. 

• Ability to perform in a fast paced, high demand environment while balancing multiple priorities.

• Partner with internal teams and cross‑functional business partners to gather case insights, resolve discrepancies, align on next steps, and ensure consistent, customer‑focused resolution outcomes. 

Job Expectations:

• Compliance with all regulatory requirements and Wells Fargo’s internal policies. 

• Successful candidates must meet ongoing regulatory requirements, including additional screening and reporting of certain incidents.

• Ability to work additional hours as needed.

• Ability to provide and work from a home office.

• Willingness to work onsite at a designated job location as directed.

• This position is not eligible for visa sponsorship. 

@RWF22

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.

$23.08 - $36.54

Posting End Date:

22 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.

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.