Lead Customer Resolution Representative / Estate Care (CSBBO)

Wells Fargo Bank•Charlotte, NC

1d•Onsite

About The Position

Wells Fargo is seeking a Lead Customer Resolution Representative supporting Estate Care within Consumer, Small & Business Banking Operations (CSBBO) . For additional information on lines of business, refer to the external careers site at www.wellsfargojobs.com . In this role, you will: Consult project owners in case of high profile escalated case Lead or contribute to client issue resolutions that require coordination amongst various teams Provide business oversight to ensure applicable change management is consistently implemented including stakeholder engagement and support of related activities Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support Prioritize work and provide daily work leadership and mentorship to the support team Provide guidance and subject matter expertise to immediate Customer Resolution team on performing comprehensive review of customer complaints Provides subject matter expertise for audits, Estate Care Center requests, corrective action and/or issues, etc. Research, respond to, and resolve escalated inquiries Support less experienced Customer Resolution team in interpreting and understanding complex policies as well as managing cross-group projects Create, deliver, and manage team specific communications, including procedure updates

Requirements

6+ years of customer contact within a financial services environment, underwriting, quality assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Ability to work additional hours as needed
Ability to work weekends and holidays as needed or scheduled
Adhere to standards outlined with written policy as well as applicable State and Federal regulations
This position is not eligible for Visa sponsorship
Willingness to work on-site at stated location on the job opening

Nice To Haves

Advanced communication and presentation skills with a proven ability to engage stakeholders at all levels, lead meetings, and deliver clear status updates while maintaining integrity and professionalism across the organization
Advanced organizational skills with high attention to detail and accuracy
Advanced process efficiency experience, including process assessment, and improvement recommendations
Demonstrated experience working effectively in a structured but flexible, adaptable, and changing, call center/contact center environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Experienced in leading enterprise-wide initiatives, driving organizational change, optimizing processes, and delivering innovative solutions aligned with strategic business goals
Proven ability to lead in a matrixed organization including fostering collaboration across business and functional areas while driving results through effective coaching, mentoring, relationship building, and talent development
Proven ability to provide strong customer service while listening, eliciting information efficiently, and comprehending information while de-escalating and resolving complex customer issues
Strong analytical and independent judgment skills with experience resolving complex issues, interpreting regulatory changes, and supporting audit, testing, and remediation efforts in alignment with consumer protection policies and enterprise controls
Strong collaboration and influencing skills with a proven ability to execute in fast-paced environments, balance multiple priorities, and drive team success toward business objectives
Financial services experience
Experience with case management tools and workflow optimization processes
Experience with reviewing legal documentation
Experience with Wells Fargo Estate Care processes and procedures
Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams)
Advanced Wells Fargo programs, systems, and tools skills such as: Alvaria, Hogan, PEGA (Primary Enterprise Case Management Platform), and SVP (Service Vision Platform)

Responsibilities

Consult project owners in case of high profile escalated case
Lead or contribute to client issue resolutions that require coordination amongst various teams
Provide business oversight to ensure applicable change management is consistently implemented including stakeholder engagement and support of related activities
Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support
Prioritize work and provide daily work leadership and mentorship to the support team
Provide guidance and subject matter expertise to immediate Customer Resolution team on performing comprehensive review of customer complaints
Provides subject matter expertise for audits, Estate Care Center requests, corrective action and/or issues, etc.
Research, respond to, and resolve escalated inquiries
Support less experienced Customer Resolution team in interpreting and understanding complex policies as well as managing cross-group projects
Create, deliver, and manage team specific communications, including procedure updates