Escalation Senior Manager

About This RoleWells Fargo is seeking an Escalations Senior Manager responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.In This Role, You WillManage and develop teams of supervisors or managers that are responsible for responding to complaints and inquiries from internal and external clientsDefine and plan the achievement of goals and objectives of the Escalations functional areaIdentify and recommend opportunities for process improvement and development of service standards and goals within EscalationsDirect managers as needed to accomplish goals and resolve the most complex problems or inquiries for the functional areaDetermine appropriate strategy and actions of customer service team to resolve complex problems or inquiriesInterpret and develop policies, procedures, and service standards of Escalations functional area to ensure compliance with both government regulations and company policyCollaborate with supervisors or managers to monitor issues and to ensure quality and efficiency in the Customer Service functional areaManage allocation of people and financial resources to ensure Escalations commitments are met and align with strategic objectives of associated functional areaDevelop and guide a culture of talent development to meet business objectives and strategyRequired Qualifications:6+ 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, education3+ years of management or leadership experienceDesired Qualifications:Experience in Consumer Lending Line of Business and functions/ processesExperience in Credit Bureau Management functions handling Cards, Personal Lines and Loans, Educational Loans and Auto.Job Expectations:Candidates must be amenable to work night shift schedulePosting End Date:31 Oct 2025Job posting may come down early due to volume of applicants.We Value Equal OpportunityWells 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 DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .Drug and Alcohol PolicyWells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.Wells Fargo Recruitment And Hiring Requirements Third-Party recordings are prohibited unless authorized by Wells Fargo. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.Reference NumberR-500870