Senior Customer Resolution Representative

Senior Customer Resolution Representative

Wells Fargo is seeking a Senior Customer Resolution Representative.

In this role, you will:

• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and provide work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Respond independently to complaints escalated at the highest level
• Interact with internal and external customers to resolve their issues
• Interact with the immediate Customer Resolution team to supervise day to day activities of the support Customer Resolution team

Required Qualifications:

• 4+ 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:

• 1+ year of Escalated Complaints experience as a case owner, operational risk, quality assurance or intake
• Experience managing complaints and objections effectively and professionally
• Experience reviewing complaints and complaints data
• Experience with Wells Fargo complaints management process
• Experience working productively in an environment where work processes frequently change
• ECMP, ECIP and Hogan experience
• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgement
• Solid problem-solving skills
• Ability to navigate multiple computer systems, applications and utilize search tools to find information
• Ability to work effectively, as well as independently in a team environment
• Ability to work in a fast-paced deadline driven environment
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Excellent verbal, written and interpersonal communication skills
• Effective organizational, multi-tasking and prioritizing skills
• Strong time management skills
• Strong attention to detail and accuracy skills

Job Expectations:

• Position Hours: Monday - Friday
• Ability to work additional hours as needed

Location and Schedule:

• 800 S Jordan Creek Pkwy WEST DES MOINES, IA 50266
• Hybrid schedule 1 week office / 1 week home

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.