What are the responsibilities and job description for the Customer Resolution Representative position at Wells Fargo?
Why Wells Fargo:
This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.
We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.
About this role:
Wells Fargo is seeking an experienced Customer Resolution Representative. As a Customer Resolution Representative, you would be responsible for managing complex and sensitive customer issues which can include estate care resolution (life events), remediations, and/or settlements. Functions include assessing wide-ranging customer circumstances, conducting extensive research, determining appropriate courses of action, documenting/communicating finding, and supporting the issue through direct mediation as applicable. Manages stakeholder relationships with customers, family members, legal representatives, and business partners.
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 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 timely and efficiently while maintaining compliance with internal company requirements and standards.
Receive direction from supervisors and escalate concerns/questions for direction.
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, US:
2 years of 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:
Knowledge and understanding of financial services industry: compliance, regulatory, or legal operations
Experience resolving and working through escalated and complex customer issues
Knowledge and understanding of consumer products, policies, and procedures
Knowledge and understanding of operations policies and procedures
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Experience interacting positively with difficult or irate customers
Strong research and documentation skills
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Ability to interact with all levels of an organization
Participation in an industry group or organization that aligns with Wells Fargo’s support of Diversity, Equity & Inclusion
Bilingual speaking proficiency in Spanish/English
Knowledge of MSP, HOGAN, UW, and ECMP software platforms
Advanced Microsoft office knowledge (Excel, Word, SharePoint)
Knowledge and understanding of operations support in a operations center
Strong organizational, multi-tasking, and prioritizing skills
Location:
4101 Wiseman Blvd. Bldg 205 San Antonio, Texas
@RWF22
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.
