Supports internal and external customers with financial-services inquiries, complaints, disputed matters, and complex transactions. Investigates issues, identifies regulatory and operational risks, classifies cases, negotiates resolutions, processes settlements, and escalates non-routine concerns. The role requires customer contact experience, legal-document comprehension, independent research, knowledge of liens and levies, sound judgment, Microsoft Office proficiency, and a hybrid schedule in Tempe, Arizona.
About this role:
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:
Required Qualifications:
Desired Qualifications:
Job Expectations:
Location:
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
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
Wells Fargo Charlotte, North Carolina, USA Office
355 W Martin Luther King, Jr BLVD, Charlotte, NC, United States, 28202
Similar Jobs at Wells Fargo
Fintech • Financial Services
Provides independent compliance oversight and advisory support for the Credit Card business. Responsibilities include interpreting regulations, assessing compliance risks, advising on products and initiatives, monitoring regulatory changes, overseeing issue remediation, evaluating third-party risks, supporting audits and examinations, and presenting guidance to leadership. Requires at least four years of compliance experience, with consumer lending and credit card regulatory knowledge preferred.
Fintech • Financial Services
Leads the Cyber Threat Fusion Center, overseeing cybersecurity monitoring, detection, investigation, incident response, threat hunting, and operational readiness. Manages cybersecurity leaders and technical teams, directs high-severity incident response, establishes governance and performance measures, improves security operations processes and technologies, and partners with senior stakeholders. Develops talent, workforce strategy, succession planning, and continuous-improvement initiatives while ensuring effective use of AI, risk management, and compliance standards.
Top Skills:
Case Management PlatformsCloud Security TechnologiesCyber Kill ChainEdrMitre Att&CkNdrNist Incident ResponseSecurity AnalyticsSIEMSoarThreat Intelligence Platforms
Fintech • Financial Services
Leads governance, oversight, monitoring, documentation, controls, and lifecycle management for financial crime and sanctions screening models. Coordinates performance monitoring, validation, certifications, audits, issue remediation, implementation testing, and regulatory compliance. Develops AI governance frameworks with human-in-the-loop, escalation, monitoring, and kill-switch controls. Partners with risk, technology, operations, data, audit, and business teams while presenting model performance and remediation updates to senior leaders and regulators.
Top Skills:
Artificial IntelligenceExcelFircosoftGenerative AiMachine LearningMinervaPower BIPythonSASShared Risk Platform (Shrp)SQLTableau
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
