Customer Resolution Representative

Wells Fargo Bank•Charlotte, NC

11d•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. 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. You will perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify 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. You will interact with internal and external customers to respond to raised concerns, as well as determine the appropriate course of action. You will serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly.

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+ years of experience in a call center
Ability to read, understand, and interpret legal or regulatory documents.
Demonstrated ability to meet productivity goals while maintaining a high level of accuracy and quality.
Strong problem-solving skills with the ability to manage and resolve complex or escalated customer concerns.
Experience researching customer inquiries and providing clear, detailed, and professional responses.
Excellent analytical and critical-thinking skills with strong attention to detail.
Ability to thrive in a structured, fast-paced environment while adapting to changing business needs and priorities.
Strong written and verbal communication skills with the ability to communicate effectively across various channels.
Proficiency in navigating multiple computer applications, systems, and research tools simultaneously.
Ability to work both independently and collaboratively as part of a team-oriented 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