Customer Resolution Representative - Estate Care Center - Consumer and Small Business Banking Operations
Join the Wells Fargo Team as a Customer Resolution Representative
At Wells Fargo, we're dedicated to putting our customers at the center of everything we do. We're seeking talented individuals who share our passion for delivering exceptional customer experiences and embracing diversity, equity, and inclusion in the workplace. As a Customer Resolution Representative in our Estate Care Center department, you'll play a critical role in resolving customer inquiries and complaints related to financial products and services.
About Wells Fargo
Wells Fargo is a leading financial services company with approximately $1.9 trillion in assets. We proudly serve one in three U.S. households and more than 10% of small businesses in the U.S. Our company is built on a foundation of strong customer relationships, balanced with a risk-mitigating and compliance-driven culture. We're committed to building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy.
Job Summary
As a Customer Resolution Representative, you'll be responsible for supporting internal and external customers with inquiries and complaints regarding financial products and services. You'll seek ways to determine the appropriate course of action, conduct investigative steps to identify issues, and process complex transactions online. Your goal will be to resolve client issues while maintaining compliance with internal company requirements and standards.
Key Responsibilities:
Support internal and external customers with inquiries and complaints regarding financial products and services
Seek ways to determine the appropriate course of action and conduct investigative steps to identify issues
Process complex transactions online and review complaints for regulatory and non-regulatory flags
Classify risks appropriately in the 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 raised concerns and determine the appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly
Requirements and Qualifications
Essential Qualifications:
2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Preferred Qualifications:
2+ years of Call Center experience
Legal Document experience
Ability to work in a fast-paced call center environment
Ability to work effectively, as well as independently, in a team environment
Experience working with changing priorities and deadlines
Good analytical skills with high attention to detail and accuracy
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
What We Offer
Career Growth Opportunities:
At Wells Fargo, we're committed to helping our employees grow and develop their careers. You'll have access to training and development programs, mentorship opportunities, and a clear career path to advancement.
Learning Benefits:
You'll receive in-depth classroom training, continue on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services. Our training program is designed to help you succeed in your role and advance your career.
Work Environment and Culture:
Our Estate Care Center department is a dynamic and supportive work environment. You'll be part of a team that's passionate about delivering exceptional customer experiences and making a positive impact in the community. We offer a flexible work schedule, opportunities for remote work, and a comprehensive benefits package.
Compensation and Benefits:
We offer competitive compensation and benefits, including:
Competitive salary
Comprehensive health insurance
Retirement savings plan
Paid time off
Opportunities for overtime and career advancement
Schedule and Work Arrangements
Our hours of operation are Monday - Friday, 8:00am-8:30 pm (EST), and Saturday 9:00am-3:00pm (EST). Your regular work schedule will be based on business need, and you may be required to work a full-time schedule, including evenings and Saturdays.
Training will be on-site full-time, and once training is completed, you'll have the opportunity to work from home on a rotation basis.
Diversity, Equity, and Inclusion
At Wells Fargo, we believe in diversity, equity, and inclusion in the workplace. We welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, genetic information, individuals with disabilities, pregnancy, marital status, or any other status protected by applicable law.
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role.
We're excited to hear from you and look forward to discussing this opportunity further.
Apply Now
At Wells Fargo, we're dedicated to putting our customers at the center of everything we do. We're seeking talented individuals who share our passion for delivering exceptional customer experiences and embracing diversity, equity, and inclusion in the workplace. As a Customer Resolution Representative in our Estate Care Center department, you'll play a critical role in resolving customer inquiries and complaints related to financial products and services.
About Wells Fargo
Wells Fargo is a leading financial services company with approximately $1.9 trillion in assets. We proudly serve one in three U.S. households and more than 10% of small businesses in the U.S. Our company is built on a foundation of strong customer relationships, balanced with a risk-mitigating and compliance-driven culture. We're committed to building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy.
Job Summary
As a Customer Resolution Representative, you'll be responsible for supporting internal and external customers with inquiries and complaints regarding financial products and services. You'll seek ways to determine the appropriate course of action, conduct investigative steps to identify issues, and process complex transactions online. Your goal will be to resolve client issues while maintaining compliance with internal company requirements and standards.
Key Responsibilities:
Support internal and external customers with inquiries and complaints regarding financial products and services
Seek ways to determine the appropriate course of action and conduct investigative steps to identify issues
Process complex transactions online and review complaints for regulatory and non-regulatory flags
Classify risks appropriately in the 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 raised concerns and determine the appropriate course of action
Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly
Requirements and Qualifications
Essential Qualifications:
2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Preferred Qualifications:
2+ years of Call Center experience
Legal Document experience
Ability to work in a fast-paced call center environment
Ability to work effectively, as well as independently, in a team environment
Experience working with changing priorities and deadlines
Good analytical skills with high attention to detail and accuracy
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
What We Offer
Career Growth Opportunities:
At Wells Fargo, we're committed to helping our employees grow and develop their careers. You'll have access to training and development programs, mentorship opportunities, and a clear career path to advancement.
Learning Benefits:
You'll receive in-depth classroom training, continue on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services. Our training program is designed to help you succeed in your role and advance your career.
Work Environment and Culture:
Our Estate Care Center department is a dynamic and supportive work environment. You'll be part of a team that's passionate about delivering exceptional customer experiences and making a positive impact in the community. We offer a flexible work schedule, opportunities for remote work, and a comprehensive benefits package.
Compensation and Benefits:
We offer competitive compensation and benefits, including:
Competitive salary
Comprehensive health insurance
Retirement savings plan
Paid time off
Opportunities for overtime and career advancement
Schedule and Work Arrangements
Our hours of operation are Monday - Friday, 8:00am-8:30 pm (EST), and Saturday 9:00am-3:00pm (EST). Your regular work schedule will be based on business need, and you may be required to work a full-time schedule, including evenings and Saturdays.
Training will be on-site full-time, and once training is completed, you'll have the opportunity to work from home on a rotation basis.
Diversity, Equity, and Inclusion
At Wells Fargo, we believe in diversity, equity, and inclusion in the workplace. We welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, genetic information, individuals with disabilities, pregnancy, marital status, or any other status protected by applicable law.
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role.
We're excited to hear from you and look forward to discussing this opportunity further.
Apply Now