Intake Representative

Overview

Team members will be working in the complaints department regarding escalated complaints for anything within the bank. A complaint will come in to this area and will initially be handled by an intake team who will do the initial discovery and information collection for the complaint to go into a work queue. Then the case worker team will take control of complaints in progress and see it through until it has reached the qualifications for completion.

Team members can expect a mixture of three different responsibilities each day: 1. Handling inbound calls from Wells Fargo customers who have an open and active complaint case
2. Handling inbound warm transfer calls from other Wells Fargo departments with an escalated customer on the line to resolve the complaint or gather information to create a formal complaint to be worked by a case worker.
3. When not on the phone, team members will be compiling and creating formal cases for the case workers. Customer calls typically last 5–20 minutes, rarely 30–45 minutes. There is no set metric against call time.

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Seek appropriate actions, conduct investigative steps to identify issues, and process complex transactions online.
• Perform complex administrative and customer support tasks.
• Review complaints for regulatory and non‑regulatory flags and classify risks appropriately in the case management system to ensure compliance with internal company requirements and standards.
• Respond independently to complaints escalated at the highest level.
• Interact with internal and external customers to resolve their issues.
• Interact with the immediate Escalations team to oversee day‑to‑day activities of the support Escalations Team.

• Strong communication skills with the ability to de‑escalate customers over the phone (expect 5+ high‑level escalation calls per day).
• Ability to communicate effectively through writing and email.
• Ability to follow Policy & Procedures to execute tasks repetitively.
• Pipeline and time management – work on different complaints in different statuses while meeting deadlines.
• Tech savvy – toggle between various systems and screens and work from home part of the time; talent must set up equipment and navigate technology effectively.

• Jumpy call center resumes.
• Medical/healthcare customer service.
• No professional office experience.

Entry Level

Contract position based out of West Des Moines, IA.

Pay range: $20.00 – $20.00/hr.

Benefits available for this temporary role may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Hybrid position in West Des Moines, IA.

This position is anticipated to close on July 17, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.