Customer Resolution Representative
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About The Position
Wells Fargo is seeking a Customer Resolution Representative in IRA Estate Processing for the Estate Care Center department as part of Consumer and Small Business Banking 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 the 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, 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. Additionally, you will interact with internal and external customers to respond to raised concerns and determine the appropriate course of action, serving as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly. Your responsibilities will also include processing cash and assets out of deceased IRAs to the beneficiaries, receiving service requests via Doc View to the IRA Estate work queue, reviewing client paperwork to ensure it is in good order before requests are processed, and following up with Financial Advisors or Client Advisors to resolve issues with paperwork.
