Customer Resolution Representative

Wells Fargo • San Antonio, TX

1d • Hybrid

About The Position

Wells Fargo is seeking a Customer Resolution Representative to join the Case Management team in the Estate Care Center department as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com. 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 Training: Class date 3/30/26 You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services. Training will be for 8 weeks. You are required to attend the full duration of this paid 8 weeks of training. Training hours are: San Antonio, TX: 8:30 a.m. – 5:00 p.m. Monday – Friday CST. Our hours of operation are Monday - Friday, 8:00 am -8:30 pm (EST), Saturday 9:00am-5:00pm (EST). Your regular work schedule will be based on business need and will include working at least one weekend day. Schedule: Scheduled shift is (4) 9-hour weekday shifts and a 4- hour Saturday shift or Scheduled shift (4) 8.5- hour weekday and a 6-hour Saturday shift Days off: Sunday and 1 weekday off San Antonio, TX: Weekdays 10:00am-7:30pm CST, Saturday 10:00am-2:00pm CST or Weekdays 10:30am-7:30pm CST, Saturday 10:00am-4:00pm

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 Call Center experience
• Ability to read and interpret legal documents
• Excellent written and verbal communication skills
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to achieve high production and quality standards
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• 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 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed