Customer Resolution Representative - Estate Care Center Liabilities
About The Position
About this role: Wells Fargo is seeking a... 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
Requirements
- 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
Nice To Haves
- 2 + year of inbound call center experience
- 1+ years of Deceased management
- Ability to manage high call volumes and navigate complex customer interactions, and use systems and tools efficiently
- Ability to research and report on a variety of issues using problem solving skills
- Strong analytical skills with high attention to detail and accuracy
- Customer service focus with the ability to listen to customer needs and recommend solutions
- Good verbal, written, and interpersonal communication skills
- Ability to work effectively in a team environment
- Ability to organize and manage multiple priorities
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
