Customer Resolution Representative

at  Wells Fargo

WHY WELLS FARGO:

This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.
We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Required Qualifications, US:

• 2+ years of experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educatio

Desired Qualifications:

• Knowledge and understanding of financial services industry: compliance, regulatory, or legal operations
• Experience resolving and working through escalated and complex customer issues
• Knowledge and understanding of consumer products, policies, and procedures
• Knowledge and understanding of operations policies and procedures
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience interacting positively with difficult or irate customers
• Strong research and documentation skills
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy
• Ability to interact with all levels of an organization
• Participation in an industry group or organization that aligns with Wells Fargo’s support of Diversity, Equity & Inclusion
• Bilingual speaking proficiency in Spanish/English
• Knowledge of MSP, HOGAN, UW, and ECMP software platforms
• Advanced Microsoft office knowledge (Excel, Word, SharePoint)
• Knowledge and understanding of operations support in a operations center
• Strong organizational, multi-tasking, and prioritizing skill

Wells Fargo is seeking an experienced Customer Resolution Representative. As a Customer Resolution Representative, you would be responsible for managing complex and sensitive customer issues which can include estate care resolution (life events), remediations, and/or settlements. Functions include assessing wide-ranging customer circumstances, conducting extensive research, determining appropriate courses of action, documenting/communicating finding, and supporting the issue through direct mediation as applicable. Manages stakeholder relationships with customers, family members, legal representatives, and business partners.

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 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 timely and efficiently while maintaining compliance with internal company requirements and standards.
• Receive direction from supervisors and escalate concerns/questions for direction.
• 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, US:

• 2+ years of experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Knowledge and understanding of financial services industry: compliance, regulatory, or legal operations
• Experience resolving and working through escalated and complex customer issues
• Knowledge and understanding of consumer products, policies, and procedures
• Knowledge and understanding of operations policies and procedures
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience interacting positively with difficult or irate customers
• Strong research and documentation skills
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy
• Ability to interact with all levels of an organization
• Participation in an industry group or organization that aligns with Wells Fargo’s support of Diversity, Equity & Inclusion
• Bilingual speaking proficiency in Spanish/English
• Knowledge of MSP, HOGAN, UW, and ECMP software platforms
• Advanced Microsoft office knowledge (Excel, Word, SharePoint)
• Knowledge and understanding of operations support in a operations center
• Strong organizational, multi-tasking, and prioritizing skills

Location:
4101 Wiseman Blvd. Bldg 205 San Antonio, Texas