Title: Escalations Representative locations WEST DES MOINES, IA time type Full time job requisition id R-560693 Job Description: Are you looking for more? Find it here. At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. About this role: Wells Fargo is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit products. 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 Customer Contact Center environment supporting phone, email and/or online/digital customer inquiries. - Strong organizational, multi-tasking, and prioritizing 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: CLP, CIV, CSS, BCS, and/or Enterprise Customer Impact Platform (ECIP). Job Expectations: - 13 weeks Paid Training - Selected candidate Must attend the full duration of training. - Training Schedule is M-F 9:00 am – 5:30 pm CST. - Hybrid telecommuting option (A/B schedule or Week on, week off) following training. - Hours of Operation M-F 6am -5pm CST - Schedule Options after Training is Completed: TBD - Ability to work different schedules based on business need. Posting may come down early is high 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.

Role Description You will be the voice of Wingz. When a rider needs help with a trip, a driver has a question about a pickup, or a healthcare partner needs an update, you are the person who makes things right — calmly, warmly, and quickly. You will handle support conversations across phone, chat, and email, working US Eastern Time hours as part of a distributed team across Latin America and South Africa. Have you supported Uber or another rideshare, transportation, or freight company? That background fits this role beautifully, and we would love to hear about it. It is a strong plus — not a requirement. What You'll Do: - Support riders, drivers, and partners by phone, chat, and email — resolving trip issues, scheduling questions, and account concerns on first contact whenever possible. - Coordinate live trip changes: delays, reassignments, cancellations, and pickup adjustments. - Handle escalations with empathy and clear judgment, knowing when to solve and when to raise. - Help onboard new drivers — guiding them through signup, document verification, and their first trips. - Make outbound calls to inactive drivers — checking in, understanding why they stepped away, and helping bring them back on the road. - Document interactions accurately in our support tools so the next person has the full picture. - Share what you hear — recurring issues, rider feedback, and ideas that make our service better. A note on flexibility: this is a versatile role. Depending on where the team needs you most, your assignment may shift between rider support, driver onboarding, escalation handling, and outbound driver outreach. We look for people who enjoy variety and are happy to move where they can help. Qualifications - 2 years in customer service or support, ideally with a US-facing account. - Experience supporting Uber or another rideshare platform, a transportation company, or a freight/logistics operation is a strong plus — it will move your application to the top of our list, but it is not required. - Fluent professional English, spoken and written. - Patient, warm, and steady under pressure — you genuinely like helping people. - Comfortable working phone-heavy shifts and juggling more than one conversation. - Happy to move between rider support, driver onboarding, and outbound calling as team needs change. - Comfortable working US hours, with flexibility across regions. - Quiet workspace, reliable high-speed internet, and dependable power. Requirements - Self-Provide equipment. Benefits - 10 PTO after the probationary period. - Salary Range: USD 1,000 - 1,500/ Month. - Pay-out Frequency: Semi-monthly.

• You are the first point of contact for customers and assist them in resolving their concerns. • You handle customer inquiries reliably and document them carefully in our systems. • You find appropriate solutions and ensure a positive customer experience through your service. • No sales, no active selling: your focus is exclusively on delivering high-quality customer service.

• You’ll be the kind of support person people are genuinely glad they contacted — empathetic, clear, and always one step ahead. • Your work will go beyond answering questions; you'll catch issues early, surface the insights that shape our product, and help level the playing field for every campaigner who deserves to be heard. • As the sole Customer Support Specialist on the team, you'll have real ownership of the queue and direct support from the Customer Support Lead — with a genuine say in how we improve our processes and grow the support function over time.