Senior Customer Resolution Consultant

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:

• 4+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Experience interacting positively with difficult or irate customers.
• Strong organizational, multi-tasking, and prioritizing skills
• Strong research and documentation skills
• 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 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
• Knowledge and understanding of operations support in a call center or operations center.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical skills with high attention to detail and accuracy
• Knowledge of HOGAN, SVP, DIPR, MARS OIB, EAP, and ICMP software platforms
• Advanced Microsoft office knowledge (Excel, Word, SharePoint

We are looking for the Senior Customer Resolution Consultant within the Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning organization reports into ECR `in the Chief Operating Office (COO), and is comprised of three, specialized teams, the Enterprise Redress Office, Mediation Program, and the Enterprise Incident Customer Accommodations Office, each uniquely dedicated to ensuring the strategic, effective, and timely delivery of commitments to our customers. Additionally, the organization leads strategic planning efforts for ECR, working to ensure that ECR-wide strategic goals are not only met but in alignment with Enterprise focus areas.
In this position you are 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:

• Participate in comprehensive reviews including research of findings and propose resolution recommendations.
• Determine appropriate course of remedial action, conduct investigative steps to fully identify the issues, and research product information, terms, conditions, or contracts.
• Review complex transactions, process gaps, or research that require in-depth evaluation and special handling.
• Contribute to the resolution of highly sensitive customer inquiries and complaints, and partner with executives, more experienced management, relationship managers, and other internal partners or business lines to resolve issues by identifying creative or unique solutions.
• Collaborate with executives, more experienced management, relationship managers, and other internal partners or business lines to resolve highly sensitive customer inquiries and complaints.
• Act as a mentor to less experience individuals and may assist with their development.

Required Qualifications, US:

• 4+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Experience interacting positively with difficult or irate customers.
• Strong organizational, multi-tasking, and prioritizing skills
• Strong research and documentation skills
• 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 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
• Knowledge and understanding of operations support in a call center or operations center.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical skills with high attention to detail and accuracy
• Knowledge of HOGAN, SVP, DIPR, MARS OIB, EAP, and ICMP software platforms
• Advanced Microsoft office knowledge (Excel, Word, SharePoint)

Job Expectations:

• Flexibility with preferred customer contact timeframes hours
• Currently a hybrid work schedule - on-site time required as defined by the line of business.
• Job posting may come down early due to volume of applicants.

Locations:
2600 South Price Road Chandler Arizona 85286
4101 Wiseman Blvd. San Antonio Texas 78251
Salt Lake City UT
260 Charles Lindbergh Dr
5201 W. Amelia Earhart Dr