Escalations Specialist - Registered-8

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