Customer Resolution Representative - Estate Care Center

About this role:

Wells Fargo is seeking a Customer Resolution Representative in the Estate Care Center department as part of the Case Management team within 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
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Schedule:

• Charlotte, NC: Weekdays 10:00am-7:30pm EST, Saturday 8:00am-12:00pm EST
• San Antonio, TX: Weekdays 10:00am-7:30pm CST, Saturday 8:00am-12:00pm CST
• Shift is four weekdays with a 9 hour shift and a 4 hour Saturday schedule
• Days off: Sunday and 1 weekday off

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. You are required to attend the full duration of this paid 8 weeks of training.
• Training hours are:
  • Charlotte, NC: 10:00 a.m. – 6:30 p.m. Monday – Friday EST. 
  • San Antonio, TX: 9:00 a.m. – 5:30 p.m. Monday – Friday CST. 
• Our hours of operation are Monday - Friday, 8:00 am -8:30 pm (EST), Saturday 9:00am-5:00pm (EST). Your regular work schedule will be based on business need and will include working at least one weekend day.

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:

• 1 year of Call Center experience
• Ability to read and interpret legal documents
• Excellent written and verbal communication skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to achieve high production and quality standards
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• 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:

• 1525 W W T Harris Blvd, CHARLOTTE, NC 28262
• 4101 Wiseman Blvd Bldg 108, SAN ANTONIO, TX 78251

Job Expectations:

• This position offers a hybrid work schedule
• Ability to work on-site at one of the posted work locations

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.