Escalations Representative - Legal Services Phone Team

Wells Fargo Bank • Tempe, AZ

2d • 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. The representative investigates issues, identifies appropriate actions, processes complex online transactions, and works to resolve client concerns while maintaining compliance with company requirements and standards.

The role reviews complaints for regulatory and non-regulatory flags, classifies risks in a case management system, and escalates non-routine concerns to more experienced colleagues. It also involves responding to concerns, serving as an intermediary in disputed matters, and negotiating and enacting settlements. The position is based at 1305 W 23rd St., Tempe, Arizona, 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, education, or a combination of these.
• Ability to work a 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 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, investigate 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.
• Escalate non-routine client concerns to more experienced individuals.
• Respond to customer concerns and determine appropriate courses of action.
• Act as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements.

What This Job Offers

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