Wells Fargo
Financial Services
EscalationsAssociateManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Escalations Associate Manager at Wells Fargo. Skills: Escalation management, Team supervision, Customer support. Supervise a team of Escalation Representatives. Respond to low complexity inquiries or complaints”
Industry & Context.
Researching issues; Resolving issues; Assessing processes; Making recommendations
What They're Looking For.
Must Have
4+ years customer or investor facing, disputes, claims, or fraud resolution experience in the Financial Services or Credit Card Industry, 1+ years of leadership experience
Nice to Have
Experience in Consumer Credit Card Customer Support Services, 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, 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
What You'll Do.
Supervise a team of Escalation Representatives
Respond to low complexity inquiries or complaints
Ensure timely completion
quality and compliance
Identify opportunities for developing and monitoring service standards
Make day-to-day supervisory decisions
Resolve issues related to internal and external client
Leverage interpretation of policies
Collaborate and consult with peers
Interact directly with internal and external customers
Manage allocation of people and financial resources
Set performance standards
and development of staff
How You'll Work.
Team & Collaboration
Collaborate and consult with peers; Collaborate and consult with colleagues; Collaborate and consult with mid-level managers; Interact directly with internal customers; Interact directly with external customers; Collaborate with customer service teams; Collaborate with first-line supervisors
Communication Scope
Verbal communication; Written communication; Interpersonal communication
Full Job Description
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 peopl
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