Senior Escalations Representative, GPL - WellsOne Fraud

About This Role

Wells Fargo is seeking a Senior Escalations Representative to be part of Global Payments & Liquidity (GPL). The role is responsible for managing escalated customer complaints companywide, often requiring special handling. The candidate will research and review escalated complaints, partner with internal departments to determine appropriate actions, and lead consumers toward effective resolution while maintaining positive relationships with customers and stakeholders.

In This Role, You Will

• Support less experienced individuals in providing resolutions for client inquiries and complaints.
• Determine the appropriate course of action and conduct investigative steps to fully identify customer issues.
• Perform complex administrative and customer support tasks by managing daily schedules and providing work direction to the team.
• Assist in setting performance standards and recommend process or policy improvemen...