Escalations Representative - Legal Services

About this role:

Wells Fargo is seeking an Escalations Representative to join as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• 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, negotiates, and enact settlements accordingly

Required Qualifications:

• 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

Desired Qualifications:

• 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

Job Expectations:

• This position offers a hybrid work schedule (rotating weeks)

• Ability to work on-site at the posted work location

Schedule:

• Monday-Friday 8:30am-5:00pm PST

• Schedule subject to change based on business needs

Training:

• You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.

• Training will be for 2-4 weeks. Training hours are 8:30 p.m. – 5:00 p.m. PST Monday – Friday PST.  You are required to attend the full duration of this paid 2-4 weeks of training..

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.