Escalations Representative - Legal Services
About The Position
Wells Fargo is seeking an Escalations Representative to join as part of Global Operations. In this role, you will support internal and external customers with inquiries and complaints regarding financial products and services. You will seek ways to determine the appropriate course of action, conduct investigative steps to identify issues, and process complex transactions online. You will perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in a case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards. You will receive direction from supervisors and escalate non-routine client concerns to more experienced individuals. You will interact with internal and external customers to respond to raised concerns, as well as determine the appropriate course of action. You will serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.
Requirements
- 1+ year of customer contact experience in a Financial Services support environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice To Haves
- 1+ year of escalated call handling
- Ability to read and interpret legal documents
- Knowledge and understanding of processing and handling writs and levies, summons and subpoenas as well as court blocked accounts
- Ability to identify potential operational issues and legal risks
- Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
- Experience with Wells Fargo systems such as 1LLG (One Liens, Levies, Garnishments), Hogan, 1Sum, Columbia, CIV & SDD
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- Previous experience in working in a fast-paced call center environment
- Ability to achieve high production and quality standards
- Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
Responsibilities
- 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 initiatives to resolve client issues
- 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 raised concerns, as well as determine appropriate course of action
- Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly
Benefits
- Paid on-the-job training
- Equal Opportunity Employer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
