Customer Resolution Consultant

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 Consultant in the Legal Remedies team. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Participate in researching and resolving escalated inquiries and complaints with significant organizational impact and identify opportunities to determine appropriate course of action and conduct investigative steps to fully identify the issues within defined scope of responsibilities
• Review and analyze inquiries and complaints that require special handling, research, and evaluation
• Consult regarding difficult and complex transactions, and determine appropriate course of remedial action
• Present recommendations for resolving escalated inquiries and complaints, and exercise some independent judgment while developing understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions
• Provide information to management committee members, agencies, or more experienced business leaders
• Provide feedback to internal and external customers regarding identification of fraud and inconsistencies

Required Qualifications:

• 2 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:

• Experience working within Legal Remedies Dept and/or Legal experience
• Experience using Wells Fargo ECaR (Enterprise Collections and Recovery) system 
• Experience with unsecured products including Card and Personal Lending products
• Knowledge and understanding of collections or unsecured debt
• Experience working with a combination of the following systems: First Data Resource (FDR), Hogan, Operations Image Browser (OIB), IRRIS, XPM, ICMP, and Oliver.
• Experience working with third party service providers
• Ability to make timely, independent subjective decisions and make recommendations based on operational data
• Ability to interact with integrity and a high level of professionalism with all levels of an organization
• Ability to develop partnerships and collaborate with other lines of business and functional areas
• Advanced Microsoft Office skills
• High attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills

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Job Expectations:

• This position offers a hybrid work schedule  
• This position is not eligible for Visa sponsorship

Posting End Date: 

*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.