Customer Resolution Representative - Estate Care Center

Customer Resolution Representative

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About This Role

Wells Fargo is seeking a Customer Resolution Representative to join the Case Management team in the Estate Care Center department as part of Global Operations.

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

• 2+ years of contact 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

• 2+ years of Call Center experience
• Ability to read and interpret legal documents
• Ability to achieve high production and quality standards
• Ability to resolve and work through escalated and complex customer issues
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Good analytical skills with high attention to detail and accuracy
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Excellent written and verbal communication skills
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Ability to work effectively, as well as independently, in a team environment

Schedule

• Scheduled Shift is (4) 9-hour weekday shifts and a 4-hour Saturday Shift
• Days Off: Sunday and 1 weekday off
• Weekdays: 10:00am-7:30pm CST
• Saturday scheduled could be one of the following: 8:00am-12:00pm CST, 8:30am-12:30pm CST, 9:00am-1:00pm CST, 9:30am-1:30pm CST, 10:30am-2:30pm CST, 11:00am-3:00pm CST
• Schedule subject to change based on business needs

Training

• You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training will be for 8 weeks. Training hours are 8:30 a.m. 5:30 p.m. Monday Friday (CST). You are required to attend the full duration of this paid 8 weeks of training.

Posting Location

• 800 S Jordan Creek Pkwy. - West Des Moines, Iowa 50266

Job Expectations

• This position offers a hybrid work schedule
• Ability to work on-site at the posted work location
• This position is not eligible for Visa sponsorship
• Overtime is based on business need and volume, could be required

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 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.

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

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

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.