About this role:
Wells Fargo is seeking an Escalations Associate Manager to assist in leading a team of Customer Advocacy Support Team (CAST) employees in Unsecured Lending Operations (ULO), an off-phone account maintenance and servicing team supporting ULO Customer Service and Complaints.
Learn more about the career areas and lines of business at wellsfargojobs.com.
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 people and financial resources for aligned functional area
- Be responsible for selection, evaluation, and development of staff; make employment decisions and set performance standards
Required Qualifications:
- 2+ years of Customer or Investor Facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 1+ years of leadership experience
Desired Qualifications:
- 1+ years of proven leadership experience including coaching, training, and mentoring
- Strong Risk and Compliance experience
- 2+ years’ experience in researching and resolving escalated customer service issues
- 1+ years’ experience in control execution and testing
- Excellent verbal, written, and interpersonal communication skills
- Experience in performing reviews of quality assurance results and/or SLR case reviews
- Reporting experience including the ability to gather, organize and interpret data
- Experience identifying areas of opportunity within complex servicing processes and controls.
- Experience working across multiple lines of business to execute services, change and/or controls
- 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.
- Bachelor's degree in business, finance, or a related field.
- Technical skills: NICE/Nexidia, ECMP, CIV, CSS, BCS, Tableau and/or JIRA
Job Expectations:
- This position offers a hybrid work schedule – 1-week on campus/1-week remote
- Ability to work the hours of operation from 6:00am – 2:30pm Arizona Time
- Required location listed
- Relocation assistance is not available for this position
Posting Location:
- 2150 W. Pinnacle Peak Rd., Phoenix, AZ
Position Not eligible for Visa sponsorship.
Posting End Date:
8 Jul 2025*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.
