Escalations Specialist - Registered-8

Job description

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 Specialist (Registered) to support the resolution of complex and escalated customer complaints across the organization. In this role, you will research, analyze, and manage escalated issues that may require specialized handling and coordination with multiple business partners. You will work closely with internal stakeholders to investigate concerns, identify appropriate solutions, and deliver timely, effective resolutions while maintaining positive customer experience. This role requires strong analytical skills, sound judgment, and the ability to navigate complex situations in a highly regulated environment. In this role, you will: Participate in researching and resolving escalated inquiries and complaints with significant organizational impact and identify opportunities to determine appropriate course of action and conduct investigative steps to fully identify the issues within defined scope of responsibilities Review and analyze inquiries and complaints that require special handling, research, and evaluation Consult regarding difficult and complex transactions, and determine appropriate course of remedial action Present recommendations for resolving escalated inquiries and complaints, and exercise some independent judgment while developing understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions Provide information to management committee members, agencies, or more experienced business leaders Provide feedback to internal and external customers regarding identification of fraud and inconsistencies Required Qualifications: 2+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education US only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration Desired Qualifications: 2+ years of WIM complaint management experience Experience using Wells Fargo applications, including ECMP, CIV, Smart Station, and SVP Experience researching and resolving client inquiries related to foreign currency purchases, sales, conversions, and settlement discrepancies. Understanding of exchange rates, trade execution, and transaction processing. Ability to coordinate with multiple business partners to investigate and resolve complex transactions. Experience researching, resolving, and responding to complex customer inquiries, complaints, and escalations Customer service, operations, or complaint management experience in a digital servicing, self-service, or call center environment Experience gathering and evaluating information to make informed recommendations and drive issue resolution Experience working with external business partners and vendors Intermediate to advanced proficiency in Microsoft Exce l and other Microsoft Office applications Strong analytical and research skills with a high degree of accuracy and attention to detail Ability to navigate multiple systems, applications, and search tools to efficiently research and resolve issues Experience collaborating with key stakeholders to resolve sensitive or time-critical matters Proven ability to manage multiple priorities and meet deadlines in a fast-paced, high-volume environment Excellent verbal, written, and interpersonal communication skills Demonstrated professionalism, integrity, and sound judgment Job Expectations: US only: Obtaining and/or maintaining appropriate FINRA license(s) is required for ongoing employment in this position. Compliance with state law registration and licensing requirements is mandatory. In addition to state registration and licensing requirements, specific product licenses or SAFE licensing may apply. Additional requirements include meeting enhanced financial fitness and criminal background standards. Wells Fargo will initiate the FINRA licensing review process at the time of offer acceptance. For specific FINRA qualification exams obtained after 9/30/2018, the Securities Industry Essentials (SIE) exam co-requisite is required Job Expectations: Hybrid schedule: alternating one week in-office and one week remote (based on listed location) This position is not eligible for visa sponsorship Relocation assistance is not available Job Locations: 145226-MO-F & L Buildings, St Louis Campus **Required location(s) listed above. **Relocation assistance is not available for this position Posting End Date: 6 Sep 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