Senior Customer Resolution Representative

Wells Fargo • West Des Moines, IA

377d

About The Position

Wells Fargo is seeking a Senior Customer Resolution Representative to support less experienced team members in resolving client inquiries and complaints. This role involves conducting investigations to identify customer issues, managing administrative tasks, and providing subject matter expertise. The representative will also interact with both internal and external customers to ensure effective resolution of escalated complaints, while supervising the daily activities of the Customer Resolution team.

Requirements

• 4+ 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

Nice To Haves

• 1+ year of Escalated Complaints experience as a case owner, operational risk, quality assurance or intake
• Experience managing complaints and objections effectively and professionally
• Experience reviewing complaints and complaints data
• Experience with Wells Fargo complaints management process
• Experience working productively in an environment where work processes frequently change
• ECMP, ECIP and Hogan experience
• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgement
• Solid problem-solving skills
• Ability to navigate multiple computer systems, applications and utilize search tools to find information
• Ability to work effectively, as well as independently in a team environment
• Ability to work in a fast-paced deadline driven environment
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Excellent verbal, written and interpersonal communication skills
• Effective organizational, multi-tasking and prioritizing skills
• Strong time management skills
• Strong attention to detail and accuracy skills

Responsibilities

• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and provide work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Respond independently to complaints escalated at the highest level
• Interact with internal and external customers to resolve their issues
• Interact with the immediate Customer Resolution team to supervise day to day activities of the support Customer Resolution team

Benefits

• Competitive salaries
• Rich benefits package
• Total Rewards program focusing on wellness, work-life balance, and financial health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed