GBBC Member Careers

Escalations Specialist - Registered

Wells Fargo

Wells Fargo

Charlotte, NC, USA
Posted on Friday, June 2, 2023

About this role:

Wells Fargo is seeking Escalations Specialist Registered in Chief Operating Office Audit, providing coverage in: Operations, Regulatory and Policy Affairs, Enterprise Customer Excellence, Sales Practices Oversight and Management, and Strategic Execution and Operations. It also includes the Chief Administrative Office, encompassing the Corporate Properties Group, Corporate Security, Enterprise Business Resiliency, Strategic Programs and Process Improvement, Enterprise Change Management, Supply Chain Management, and Data Management and Insights. Learn more about our career areas and business divisions at

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
  • Provide coaching, teaching, development and leadership to case advisors and specialists, as well as assist in onboarding and developing managed resources and full time employees
  • Act as a subject matter expert in handling executive office complaints
  • Help lead teams to understand and work toward applicable business goals and efficiency measures

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
  • FINRA Series 7

Desired Qualifications:

  • Brokerage operations experience
  • Brokerage client support experience
  • Experience resolving and working through escalated and complex issues
  • Experience managing complaints and objections effectively and professionally
  • Client service focus with the ability to listen to customer needs and recommend solutions
  • Ability to identify customer needs and obstacles and take the necessary steps to problem solve
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills
  • ECMP experience
  • Strong analytical skills with high attention to detail and accuracy
  • Strong organizational, multi-tasking, and prioritizing skills

Job Expectations:

  • Must be able to report to the physical location according to the hybrid schedule
  • Monday - Friday, 7:00 a.m. - 6:00 p.m. working hours
  • Must be able to work OT as required (including evenings and some Saturdays)


    • Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States. This Position is Not Eligible for Visa Sponsor.


    We Value Diversity

    At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

    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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    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.

    Drug and Alcohol Policy

    Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.