Intake Representative
Typical Day
- Handling inbound calls from Wells Fargo customers who have an open and active complaint case
- Handling inbound warm transfer calls from other Wells Fargo departments with an escalated customer on the line in order to talk to the customer to resolve the complaint or gather information to create a formal complaint to be worked by a case worker.
- When not on the phone, team members will be compiling and creating formal cases to be worked by the case workers
Skills
- Complaint handling
- Complaint resolution
- Escalation calls
- Banking customer service
- Financial services
- MS Office Suite
Top Skills
- Complaint handling
- Complaint resolution
- Escalation calls
Additional Skills & Qualifications
- Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level escalation calls per day)
- Ability to communicate effectively through writing and emails
- Ability to follow Policy + Procedures to execute tasks repetitively
- Pipeline and time management - work on different complaints in different statuses while meeting deadlines
- Tech Savvy - will toggle between various systems + screens and will also be working from home part of the time
Disqualifiers
- Jumpy call center resumes
- Medical/Healthcare customer service
- No professional office experience
Job Description
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 complex administrative and customer support tasks. 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. Respond independently to complaints escalated at the highest level. Interact with internal and external customers to resolve their issues. Interact with the immediate Escalations team to oversee day to day activities of the support Escalations Team.
Requirements
- Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
- Benefits are subject to change and may be subject to specific elections, plan, or program terms.
- If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Pay and Benefits
The pay range for this position is $20.00 - $20.00/hr.
Requirements
- Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
- Benefits are subject to change and may be subject to specific elections, plan, or program terms.
- If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in West Des Moines, IA.
Application Deadline
This position is anticipated to close on Jul 17, 2026.