Customer Resolution Representative - Estate Care Center Liabilities

Wells Fargo & Company•West Des Moines, IA

21h•Hybrid

About The Position

Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. Join us! 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. Learn more about the career areas and lines of business at wellsfargojobs.com.

Requirements

1+ year of customer contact support 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

1+ year of call center or customer service experience
Demonstrated ability to read, analyze, and interpret legal and contractual documents
Proven ability to effectively resolve escalated and complex customer issues with professionalism and empathy
Strong negotiation, influence, and collaboration skills to build and maintain successful working relationships
Ability to research customer inquiries and provide clear, thorough, and accurate written and verbal responses
Consistent ability to meet or exceed established productivity and quality performance standards
Strong analytical and problem‑solving skills with exceptional attention to detail and accuracy
Ability to work effectively in a structured yet dynamic and fast‑paced call center environment
Excellent written and verbal communication skills
Proficiency in navigating multiple computer systems, applications, and search tools simultaneously
Ability to work both independently and collaboratively within 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