Escalations Manager Jobs in Virginia (NOW HIRING)

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About this role:

Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit.

In this role, you will:

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Required Qualifications:

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

Desired Qualifications:

• Excellent verbal, written, and interpersonal communication skills.
• Intermediate Microsoft Office Suite skills
• 1+ years' experience in fast paced Call Center environment
• Strong organizational, multi-tasking, and prioritization skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues.
• Ability to research and effectively resolve customer escalated issues.
• General knowledge and understanding of consumer credit card products, policies, and procedures.
• Good analytical skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
• Technical Skills: CIV, CSS, and/or BCS

Job Expectations:

• Targeted start date is 9/14/2026
• Training is paid-13 weeks on campus - M-F 8am-4:30pm EST
• Successful candidates Must attend the full duration of training.
• Shifts fall between 8:00 am and 9:00 pm EST - Schedules include a variety of weekday and weekend combinations, including shifts requiring Saturday and/or Sunday coverage.
• Shift assignments will be assigned during offer phase on a first-come, first-serve basis, subject to availability and business needs. Candidates should be prepared to work any of the available schedules.
• After training is successfully completed and once approved by your manager, this role will work 1 week on campus and 1 week remotely.
• Ability to work additional hours, and different schedules based on business need.

Job Location:

7711 Plantation Rd., Roanoke, VA

Position Not eligible for Visa sponsorship.

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

Posting End Date:

*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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visitDisability 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.