Senior Customer Resolution Representative

Wells Fargo • St. Louis, MO

79d

About The Position

Wells Fargo is seeking a ECC Brokerage Senior Customer Resolution Representative - Processing Team to join the Estate Care Center Wells Trade Brokerage Processing team in the Estate Care Center department as part of Global Operations. In this role, you will 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, and perform complex administrative and customer support tasks by managing daily schedules. You will also provide work direction to the team, assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction. Additionally, you will provide subject matter expertise and interpretation of procedures to less experienced individuals, respond independently to complaints escalated at the highest level, and interact with internal and external customers to resolve their issues.

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

• 2+ years of experience in brokerage/banking experience, knowledge of securities/risk operations processing or services.
• 1+ year of leadership experience including training or mentoring.
• Knowledge and understanding of securities investment products.
• Systems Knowledge and Experience with Beta, Alfresco, Pega, and Smart Station.
• Experience resolving and working through escalated and complex customer issues.
• Experience researching and determining the root cause of identified issues.
• Experience meeting high production and quality standards.
• Strong attention to detail and accuracy skills.
• Strong organizational, multi-tasking, and prioritizing skills.
• Ability to work in a fast-paced, high demand, deadline driven environment.
• Solid problem-solving skills.
• Ability to be flexible and adjust plans quickly to meet changing business needs.
• Intermediate Microsoft Office skills.
• Excellent verbal, written, and interpersonal 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees