Customer Resolution Representative - Estate Care Center Liabilities
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About The Position
Wells Fargo is seeking a Customer Resolution Representative to join the Liabilities Management team in the Estate Care Center department as part of Global Operations. In this role, you will support internal and external customers with inquiries and complaints regarding financial products and services. You will seek ways to determine the appropriate course of action, conduct investigative steps to identify issues, and process complex transactions online. Additionally, you will perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, classifying risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards. You will receive direction from supervisors and escalate non-routine client concerns to more experienced individuals. Interacting with internal and external customers to respond to raised concerns and determining the appropriate course of action will be key responsibilities. You will also seek ways to improve the quality of customer experience by collecting and negotiating terms of repayment on outstanding account balances.
