Escalations Associate, Bilingual

Wells Fargo

. Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions .

Posted 4/4/2026full-timeWest Des Moines • Arizona, Iowa, Minnesota, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $29 - $48 per hourWebsite

About the role

Key responsibilities & impact

Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Requirements

What you’ll need

6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Bilingual reading, writing, speaking, and listening proficiency in Spanish/English

Benefits

Comp & perks

Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

judgmentinvestigative skillsnegotiationproblem-solvingcommunication