Lead Escalations Representative - 110380-IND-BENGALURU-INTL BLR Twr-1&2 CARNATION | Wells Fargo Job

About this role:

Wells Fargo is seeking a Lead Escalations Representative to support the effective resolution of complex and escalated issues while helping deliver a consistent, high-quality experience for employees and business partners. This role provides an opportunity to apply strong problem-solving, communication, and operational expertise to address sensitive concerns, identify solutions, and support continuous improvement.

In this role, you will:

• Support less-experienced Escalations team members by explaining complex policies, procedures, and established escalation requirements, and provide guidance on cross-group activities.
• Handle complex client inquiries and complaints that require planning, detailed review, evaluation, and interpretation of information, using advanced knowledge of financial services and customer support processes.
• Prioritize daily assignments and provide workflow guidance, technical support, coaching, and mentorship to the Escalations support team.
• Lead or support client issue resolution activities that require coordination across multiple teams, monitoring progress and escalating barriers when appropriate.
• Serve as a subject matter resource to the immediate Escalations team by providing guidance on comprehensive reviews of customer complaints.
• Review complaint information for accuracy and completeness, identify potential issues or risks, and determine the appropriate resolution or escalation path within established guidelines.
• Consult project owners, managers, and appropriate business partners on high-profile, sensitive, or unresolved escalated cases.
• Support cross-group projects and recommend practical improvements to workflows, escalation procedures, controls, and the client experience.

Required Qualifications:

• 4+ years of customer contact within a Financial Services support environment, experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Demonstrated experience researching, investigating, and resolving complex or escalated customer inquiries and complaints.
• Strong knowledge of customer service, complaint management, escalation processes, and financial services operations, with the ability to interpret and apply established policies and procedures.
• Experience analyzing information, identifying issues and risks, and determining appropriate resolution or escalation paths within established guidelines.
• Demonstrated ability to coordinate with cross-functional teams and business partners to resolve sensitive or complex customer issues.
• Experience providing day-to-day guidance, coaching, or subject matter support to less-experienced team members.

Desired Qualifications:

• Strong written and verbal communication skills, with experience handling sensitive or high-profile escalations and collaborating with cross-functional stakeholders.
• Experience identifying process improvement opportunities, trends, or recurring issues and recommending solutions to enhance service quality and operational efficiency.

Job Expectations:

• Ability to work rotational shifts, weekends, or holidays based on business requirements, where applicable.

Posting End Date: 

28 Oct 2026

*Job posting may come down early due to 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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

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

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.