Lead Escalations Representative-Elite Customer Servicing Team

About this role:

Wells Fargo is seeking a Lead Escalations Representative to join a new elite customer servicing team within our Unsecured Lending Operations (ULO) organization.

As a member of this elite team, you will play a critical role in representing Wells Fargo’s commitment to excellence in customer service. You will handle complex customer inquiries with professionalism, empathy, and precision, ensuring every interaction reflects our values and service standards.

In this role, you will:

• Support less experienced team members in interpreting and understanding complex policies as well as managing cross-group projects
• Research, respond to, and resolve escalated inquiries
• Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
• Prioritize work and provide daily work leadership and mentorship to the support team
• Lead or contribute to client issue resolutions that require coordination amongst various teams
• Provide guidance and subject matter expertise to immediate Escalations team on performing comprehensive review of customer complaints
• Consult project owners in case of high-profile escalated case

Required Qualifications:

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

Desired Qualifications:

• Experience in supporting line of business with escalations
• Coaching experience
• SME experience with processes and procedures for frontline Customer Service teams
• Experience researching, and resolving complex escalated customer issues
• Ability to read, analyze, and interpret documents/reports
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational, multi-tasking and prioritization skills
• Strong time management skills and ability to meet deadlines
• Technical skills: Customer Information View (CIV), Customer Service System (CSS), and FDR, Webex, and /or Softphone.

Job Expectations:

• Target start date is 8/17/2026
• Successful candidate may have up to 8 weeks of training on campus, M-F, 8:00am – 4:30pm CST - depending on current experience
• Work shifts will be assigned during the Offer stage and will start no earlier than 7am CST and end no later than 9pm CST
• Work shifts will have the following layouts:

• Sunday - Thursday

  Tuesday- Saturday

  Monday-Friday

• Successful candidates Must have reliable internet access and home office during remote work.
• Required location(s) listed.
• Relocation assistance is not available for this position.
• Ability to work additional hours, which may include evenings, weekends and holidays based on business need.

Posting Location:

• 4101 Wiseman Blvd., Bldg. 307, San Antonio, TX

Position is Not eligible for Visa Sponsorship

Posting End Date: 

10 Jul 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.

#DNP-IND