Legal Services Escalations Representative, Tempe

Legal Services Phone Team Escalations Representative
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:
Customer service experience
Independent research
Job Expectations:
Ability to work a hybrid schedule, alternating one week in the office and one week working remotely
Flexibility to support occasional overtime based on business needs
Availability to work a scheduled shift Monday - Friday from 8:30 AM 5:00 PM PST / 10:00 AM - 6:30 PM EST
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.