Senior Customer Resolution Representative

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 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

Required Qualifications for Europe, Middle East & Africa only:

• Experience in customer contact within a Financial Services environment, Underwriting, Quality Assurance, 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

@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.

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.