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Escalations Associate Manager

  • Operations
  • Full time
  • R-229851

About this role:

Wells Fargo is seeking an Escalations Associate Manager...


In this role, you will:

  • Supervise functional area comprised of specialists, team leaders, and first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and services
  • Make employment decisions and set performance standards
  • Identify opportunities for developing and monitoring service standards and goals in Customer Care functional area
  • Make daily supervisory decisions and resolve issues related to internal and external client complaints under direction of Customer Care management
  • Leverage interpretation of policies, procedures, and practices
  • Collaborate with first line managers and team regarding escalated client inquiries or complaints
  • Interact directly with internal and external customers
  • Manage allocation of people and financial resources for aligned functional area
  • Mentor and guide talent development of direct reports and assisting in hiring talent


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:

  • ECMO complaint management experience 
  • Excellent verbal, written, and interpersonal communication skills  
  • Ability to interact with all levels of an organization 
  • Strong analytical skills with high attention to detail and accuracy . 
  • Ability to interact effectively and confidently with senior management 
  • Outstanding conflict management skills 
  • Experience with complaint policy and procedures 


Job Expectations:

  • Hybrid Role - Must be able to report to physical location

@RWF22

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.


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