Intake Representative

Job Overview

Team members will be working in the complaints department handling escalated complaints for various banking products. A complaint is received by an intake team for discovery and information collection before moving to a work queue. The case worker team then takes control of complaints in progress until completion. This role falls within the intake team.

Typical Day

• Handling inbound calls from Wells Fargo customers with active complaint cases.
• 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 for case workers.
• When not on the phone, compiling and creating formal cases to be worked by case workers.

Job Description

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Determine appropriate actions and 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; classify risks appropriately in the case management system.
• 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.

Skills

• Complaint handling
• Complaint resolution
• Escalation calls
• Banking customer service
• Financial services
• MS Office Suite

Desired Skills & Qualifications

• Strong communication skills with the ability to de‑escalate customers over the phone (expect 5+ high‑level escalation calls per day).
• Excellent written and email communication.
• Adherence to policy and procedures for repetitive tasks.
• Pipeline and time management – work on multiple complaints in different statuses while meeting deadlines.
• Tech savvy – navigate multiple systems and screens, and work from home part of the time.
• Eligibility: Entry level experience; contract position.
• Disqualifiers: Jumpy call center resumes, medical/healthcare customer service, no professional office experience.

Experience Level

Entry Level

Job Type & Location

Contract position based out of West Des Moines, IA. Hybrid workplace.

Compensation

The pay range for this position is $20.00 - $20.00/hr.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth contributions available
• Life Insurance (Voluntary Life & AD&D for the 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)

Application Deadline

This position is anticipated to close on Jul 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.

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

Massachusetts Lie Detector: 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.

Use of Artificial Intelligence (AI): We may use 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.