Customer Resolution Representative - Estate Care Center Liabilities

About this role: Wells Fargo is seeking a Customer Resolution Representative to join the Liabilities Management team in the Estate Care Center department as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com. 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 Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances Schedule: Monday-Friday 10:30 am – 7:00 pm 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 5 weeks. Training hours are 10:30 a.m. – 7:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 5 weeks of training. We’re open from Monday - Friday, 8:00 am -7:00 pm (CST). Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays. 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 resolve and work through escalated and complex customer issues Ability to negotiate, influence, and collaborate to build successful relationships Ability to research and correspond with customers, responding to their questions and concerns with detailed information Ability to achieve high production and quality standards 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 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 Posting End Date: 28 Apr 2025 *Job posting may come down early due to volume of applicants. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. 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. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as 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 US: 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. 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. Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Drug and Alcohol Policy 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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 34 on Fortune’s 2024 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.