Escalations Associate at Wells Fargo in San Antonio, TX

Escalations Associate Location: SAN ANTONIO, TX Why Wells Fargo Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Join us! About this role: Wells Fargo is seeking an Escalations Associate In this role, you will: Research and resolve escalated inquiries and complaints involving consumer/retail credit cards and/or consumer lending products. Handle a pipeline of escalated complaints within ECMO (Enterprise Complaints Management Office) SAGE (Stakeholder, Agency, Government, Executive) involving complaints escalated through regulatory and government agencies and Wells Fargo executives/Board of Directors. 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. Providing the appropriate resolution will require the employee to write letters and communicate via phone calls with customers and stakeholders. 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: Product knowledge in the area of consumer/retail credit cards and/or consumer lending products 6+ months of consumer/retail credit cards and/or consumer lending products experience Advanced communication skills (written and verbal) Experience resolving and working through escalated and complex issues Experience working executive office complaints Experience managing complaints effectively and professionally Client service focus with the ability to listen to and identify customer needs Ability to recommend solutions to customer needs and take the necessary steps to problem solve Ability to think critically and think outside the box to come up with creative solutions to complex issues Strong research skills and background Intermediate Microsoft Office (Word, Excel, and Outlook) skills Strong analytical skills with high attention to detail and accuracy to ensure adherence to compliance standards Strong organizational and multi-tasking skills Strong time management skills with the ability to manage varied caseloads in a fast-paced environment Ability to maintain a pipeline of cases and accurately prioritize Job Expectations: Hybrid schedule 1 week office / 1 week home Posting Location: 4101 Wiseman Blvd Bldg. 308 SAN ANTONIO, TX 78251 @RWF22 Posting End Date: 4 May 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.