Customer Resolution Representative

Why Wells Fargo: This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list ? and #1 among financial services companies ? as the best workplace ?to grow your career? in the U.S. At Wells Fargo, we support employees? career aspirations and growth. We?re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace. We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today. About this role: Wells Fargo is seeking an experienced Customer Resolution Representative. As a Customer Resolution Representative, you would be responsible for managing complex and sensitive customer issues which can include estate care resolution (life events), remediations, and/or settlements. Functions include assessing... wide-ranging customer circumstances, conducting extensive research, determining appropriate courses of action, documenting/communicating finding, and supporting the issue through direct mediation as applicable. Manages stakeholder relationships with customers, family members, legal representatives, and business partners. In this role, you will: Support internal and external customers with inquiries and complaints regarding financial products and services. Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online. Perform complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed timely and efficiently while maintaining compliance with internal company requirements and standards. Receive direction from supervisors and escalate concerns/questions for direction. Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action. Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly. Required Qualifications, US: 2+ years of experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Knowledge and understanding of financial services industry: compliance, regulatory, or legal operations Experience resolving and working through escalated and complex customer issues Knowledge and understanding of consumer products, policies, and procedures Knowledge and understanding of operations policies and procedures Ability to navigate multiple computer systems, applications, and utilize search tools to find information Experience interacting positively with difficult or irate customers Strong research and documentation skills Excellent verbal, written, and interpersonal communication skills Strong analytical skills with high attention to detail and accuracy Ability to interact with all levels of an organization Participation in an industry group or organization that aligns with Wells Fargo?s support of Diversity, Equity & Inclusion Bilingual speaking proficiency in Spanish/English Knowledge of MSP, HOGAN, UW, and ECMP software platforms Advanced Microsoft office knowledge (Excel, Word, SharePoint) Knowledge and understanding of operations support in a operations center Strong organizational, multi-tasking, and prioritizing skills Location: 4101 Wiseman Blvd. Bldg 205 San Antonio, Texas @RWF22 Posting End Date: *Job posting may come down early due to volume of applicants. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit?s risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo. Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 47 on Fortune?s 2023 rankings of America?s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions

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