Lead 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 .

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

Required Qualifications:

• 6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educatio

Desired Qualifications:

• Previous experience completing Redress second level reviews.
• Knowledge of the redress process
• Experience working with ECMP

Wells Fargo is seeking a Lead Customer Resolution Representative

In this role, you will:

• Support less experienced Customer Resolution team in interpreting and understanding complex policies as well as managing cross-group projects
• Research, respond to, and resolve escalated inquiries
• Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
• Prioritize work and provide daily work leadership and mentorship to the support team
• Lead or contribute to client issue resolutions that require coordination amongst various teams
• Provide guidance and subject matter expertise to immediate Customer Resolution team on performing comprehensive review of customer complaints
• Consult project owners in case of high profile escalated case

Required Qualifications:

• 6+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Previous experience completing Redress second level reviews.
• Knowledge of the redress process
• Experience working with ECMP.