Escalations Representative ROANOKE, VA

Are you looking for more? Find it here. At bolthires, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you are supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow.And we’re recognized for it! bolthires ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces “to grow your career” in the U.S. Learn more about the career areas and lines of business at wellsfargojobs.com. About this role:bolthires is seeking an Escalations Representative in our Unsecured Lending Operations supporting Consumer and Small Business Credit Card products and Unsecured Personal Loans and Lines of Credit. In this role, you will:• Support internal and external customers with inquiries and complaints regarding financial products and services.• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online• Perform moderately complex research to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards. • Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals.• Interact with internal and external customers to respond to the concerns raised, as well as determine appropriate course of action. • Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly. RequiredQualifications:• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educationDesiredQualifications:• Excellent verbal, written, and interpersonal communication skills.• Intermediate bolthires Office Suite skills• 1+ years’ experience in Call Center environment in Financial Services Industry. • Strong organizational, multi-tasking, and prioritization skills• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues. • Ability to research and effectively resolve customer escalated issues. • General knowledge and understanding of consumer credit card products, policies, and procedures.• Good analytical skills with high attention to detail and accuracy• Ability to navigate multiple computer systems, applications, and utilize search tools to find information. • Ability to interact with integrity and a high level of professionalism with all levels of team members and management. • Technical Skills: CIV, CSS, and/or BCSJob Expectations:• Training class bolthires start date is 1/20/2026. • 10 weeks Paid Training – M-F 9am-5:30 pm EST. • Successful candidates Must attend the full duration of training.• Hybrid work schedule once training is completed – 1 week on campus and 1 week remote. • Hours of Operation after training is completed Monday - Sunday, 7:00 am – 12:00 am EST• Shifts will be assigned during Offer phase. • Ability to work additional hours, and different schedules based on business need. Job Location:• 7711 Plantation Rd., Roanoke, VAPosition is Not eligible for Visa SponsorshipPosting End Date:2 Dec 2025• Job posting may come down early due to volume of applicants. We Value Equal Opportunitybolthires 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 bolthires 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 DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at bolthires. Drug and Alcohol Policybolthires maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. bolthires Recruitment and Hiring Requirements:a. Third-Party recordings are prohibited unless authorized by bolthires. b. bolthires requires you to directly represent your own experiences during the recruiting and hiring process.Apply tot his job