Escalation Specialist
Job in
Sioux Falls, Minnehaha County, South Dakota, 57102, USA
Listed on 2026-07-14
Listing for:
Dexian
Full Time
position Listed on 2026-07-14
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Bilingual, HelpDesk/Support, Call Center / Support
Job Description & How to Apply Below
Overview
Number of openings: 5
Pay Rate: $21
Interview: MS Teams – INTERVIEWS ON 7/16
Hours: Mon-Fri, 8a – 4:30p
Hybrid schedule: 6 weeks of onsite training, then hybrid schedule 5 days in office/5 days remote (cannot miss any time during training)
ResponsibilitiesJob Description: Escalations:
Covers jobs responsible for managing escalated customer complaints company wide for mostly banking products, which will require special handling. Majority of the calls/emails will be from upset customers. Showing empathy to the customer, obtaining information about the customer’s situation, and letting them know the situation will be taken care of and resolved.
- The intake team intakes the escalated complaint and directs it to the appropriate research group. Handles it for the Enterprise, all of Wells Fargo.
- If someone is dissatisfied with customer service, even in a branch, and uses high risk terms like theft or discrimination, they’ll likely be transitioned to this team.
- Needs to be highly comfortable and experienced with dealing with people on the phone and have great communication skills.
- Can’t be scared to talk to customers, can’t get rattled. Very customer centric.
- Great attention to detail and organizational skills. Usually an upset person is saying a lot of information very quickly, this person needs to accurately capture those details while also being empathetic.
- Should be able to actively listen, will likely be the 5th or 6th person the customer is talking to and they need to be heard out.
- Able to navigate computer systems. Once they gather this information, they’ll hand it off to the right research team.
- Successful agents have positivity, are engaged with the process and the customer.
- Needs to be able to succeed in a fast paced environment. Needs to be able to flex between handling a phone case and a written case.
- Needs to understand how to work in an office environment. Strong work ethic, need to be punctual and dependable.
- Candidates should be high caliber individuals who want to join the WF team and be capable of handling things that have been escalated.
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