Customer Resolution Representative - Estate Care Center

Wells Fargo•West Des Moines, IA

4d•Hybrid

About The Position

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more about the career areas and lines of business at www.wellsfargojobs.com Wells Fargo is seeking an Customer Resolution Representative as part of Consumer and Small Business Banking Operation In this role, you will: Support internal and external customers with inquiries and 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 ng 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+ years of Call Center experience
Ability to read and interpret legal documents
Ability to achieve high production and quality standards
Ability to resolve and work through escalated and complex customer issues
Ability to research and correspond with customers, responding to their questions and concerns with detailed information
Good analytical skills with high attention to detail and accuracy
Ability to work effectively in structured but flexible, adaptable and changing, call center environment
Excellent written and verbal communication skills
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

Responsibilities

Support internal and external customers with inquiries
Support internal and external customers with complaints regarding financial products and services
Seek ways to determine appropriate course of action
Conduct investigative steps to identify the issues
Process complex transactions online
Perform moderately complex initiatives to resolve client issues
Review complaints for regulatory and non-regulatory flags
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
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 ng financial products and services
Seek ways to determine appropriate course of action
Conduct investigative steps to identify the issues
Process complex transactions online
Perform moderately complex initiatives to resolve client issues
Review complaints for regulatory and non-regulatory flags
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
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