Escalations Representative - Legal Services Phone Team

Wells Fargo • Tempe, AZ

3d • Hybrid

About The Position

Wells Fargo is seeking an Escalations Representative to join the Legal Services Phone Team within Global Operations. The role supports internal and external customers with inquiries and complaints about financial products and services. It involves investigating issues, processing complex transactions online, resolving client concerns, reviewing complaints for regulatory and non-regulatory flags, and classifying risks in the case management system. The representative receives direction from supervisors and escalates non-routine concerns to more experienced individuals. The role also serves as an intermediary in disputed matters, negotiating and enacting settlements. The position is based at 1305 W 23rd St., Tempe, AZ 85282, and follows a hybrid schedule alternating one week onsite and one week remotely. The scheduled shift is Monday through Friday, 1:00 PM–5:00 PM PST, with additional hours as needed based on business needs. This position is not eligible for visa sponsorship.

Requirements

• At least 1 year of customer contact experience in a financial services support environment, or equivalent demonstrated through work experience, training, military experience, or education.
• Ability to work the scheduled Monday–Friday shift from 1:00 PM to 5:00 PM PST.
• Ability to work a hybrid schedule, alternating one week onsite and one week remotely.
• Ability to work additional hours as needed based on business needs.

Nice To Haves

• Customer service experience.
• Experience conducting independent research.
• Experience handling escalated customer calls.
• Ability to read, understand, and interpret legal documents.
• Knowledge and understanding of processing and handling writs and levies, summons and subpoenas, and court-blocked accounts.
• Ability to identify potential operational issues and legal risks.
• Ability to make timely, independent judgment decisions in a fast-paced, results-driven environment.
• Experience with Wells Fargo systems such as 1LLG (One Liens, Levies, Garnishments), Hogan, 1Sum, Columbia, CIV, and SDD.
• Ability to work effectively in a team environment and across organizational levels, with flexibility, collaboration, and adaptability.
• Intermediate Microsoft Office skills, including Word, Excel, Outlook, PowerPoint, and Access.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate courses of action, conduct investigative steps to identify issues, and process complex transactions online.
• Resolve moderately complex client issues and review complaints for regulatory and non-regulatory flags.
• Classify risks appropriately in the case management system to ensure customer issues are addressed in compliance with internal 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 concerns and determine appropriate courses of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed