Merchant Services Intake Specialist - Complaints Support

About This Role

Wells Fargo is seeking a Merchant Services Intake Specialist to join the Merchant Services Complaints Support team, as part of the Cards & Merchant Services (CMS) organization within the Consumer Lending group. Learn more about the career areas and business divisions 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:

• 1 years of customer service experience.
• Merchant services experience, or experience dealing with third parties.
• Financial services industry experience.
• Customer service focus with the ability to analyze, research, and respond to customer issues and complaints.
• Experience managing a pipeline of work from assignment to completion.
• Strong conflict resolution skills.
• Experience managing a pipeline of work from assignment to completion.
• Demonstrated ability to manage to production goals, deadlines, and various metrics.
• Experience exercising independent judgment and applying creative problem-solving techniques.
• Proven ability to develop and negotiate solutions to issues with partners or clients including escalations as needed.
• Experience taking initiative and working independently with minimal supervision.
• Strong organizational, multi-tasking, and prioritizing skills.
• Strong analytical skills with high attention to detail and accuracy.
• Excellent verbal, written, and interpersonal communication skills.
  
  

Job Expectations:

• Position will require onsite presence at one of the required locations listed below in a hybrid work schedule.
• Flexibility to support global teams across time zones.
• This position is not eligible for Visa sponsorship.
• Relocation assistance is not available for this position.
  
  

Position Locations:

• 1150 W Washington, Tempe, AZ
• 800 South Jordan Creek Parkway, West Des Moines, IA
  
  

Posting End Date:

19 Apr 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

• Third-Party recordings are prohibited unless authorized by Wells Fargo.
• Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
  
  

Reference Number

R-534667-1