Legal Services Phone Team Escalations Representative

Job description

About this role: Wells Fargo is seeking a 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 o...