Escalations Representative - Legal Services Phone Team

Wells Fargo is seeking an Escalations Representative to join the Legal Services Phone Team as part of Global Operations.

About the role

• 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 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 raised concerns, as well as determine appropriate course of action
• 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

Skills

• Customer service experience
• Independent research
• Experience handling escalated calls
• 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
• Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills

Schedule

• Hybrid schedule, alternating one week in the office and one week working remotely
• Flexibility to support occasional overtime based on business needs
• Scheduled shift: Monday - Friday from 1:00 PM - 5:00 PM PST

Location

1305 W 23rd St, Tempe, AZ 85282