Wells Fargo is seeking an Escalations Representative to join the Legal Services Phone Team 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:
- Customer service experience
- Experience conducting independent research
- Experience handling escalated customer calls
- Ability to read, understand, 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, independent judgment decisions in a fast-paced, 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
Job Expectations:
- Ability to work a scheduled shift Monday - Friday, 1:00 PM - 5:00 PM PST
- Ability to work a hybrid schedule, alternating one week onsite and one week remotely
- Ability to work additional hours as needed based on business needs
- This position is not eligible for Visa sponsorship
Location:
- 1305 W 23rd St., Tempe, AZ 85282
Posting End Date:
29 Oct 2026
*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.
#BI-Hybrid
Skills Required
- At least 1 year of customer contact experience in a financial services support environment, or equivalent work experience, training, military experience, or education
- Customer service experience
- Experience conducting independent research
- Experience handling escalated customer calls
- Ability to read, understand, and interpret legal documents
- Knowledge of processing and handling writs, levies, summonses, subpoenas, and court-blocked accounts
- Ability to identify potential operational issues and legal risks
- Ability to make timely, independent judgment decisions in a fast-paced environment
- Experience with Wells Fargo systems including 1LLG, Hogan, 1Sum, Columbia, CIV, and SDD
- Ability to work effectively in a team environment and across organizational levels
- Intermediate Microsoft Office skills, including Word, Excel, Outlook, PowerPoint, and Access
- Availability to work Monday through Friday from 1:00 PM to 5:00 PM PST, with additional hours as needed
- Ability to work a hybrid schedule, alternating one week onsite and one week remotely
Wells Fargo Compensation & Benefits Highlights
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Retirement Support — Retirement offerings are highlighted by a strong 401(k) with employer matching and added options like after‑tax contributions and an employee stock purchase plan, supporting long‑term savings. These features are presented as competitive elements of the total rewards package.
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Healthcare Strength — Medical, dental, and vision coverage are described as comprehensive, often starting on day one for eligible employees, with HSAs/FSAs, wellness incentives, and mental health resources available. Specialized care options, including fertility support, further enhance the health offering.
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Parental & Family Support — Paid parental leave of notable duration is available from the start of employment, alongside adoption/surrogacy/fertility programs. Caregiving and backup care resources deepen the family-oriented support.
Wells Fargo Insights
What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.2 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations. Our technology professionals drive innovation, information security, and big data analytics while maintaining a network that handles more than 12 billion customer interactions a year. Join us! Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it — Wells Fargo continues to rank on the LinkedIn Top Companies lists of best workplaces “to grow your career.” 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. © 2026 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. Wells Fargo continues to rank on the LinkedIn Top Companies lists of best workplaces “to grow your career.”
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