Senior Customer Resolution Representative

About this role:

Wells Fargo is seeking Senior Customer Resolution Representatives in Consumer & Small Business Banking providing coverage for the Brokerage Estate Care Center. Learn more about our career areas and business divisions at wellsfargojobs.com.

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
• 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
• Work within a contact center environment to support financial products and services
• Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first contact resolution

Required Qualifications, US:

• 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

Desired Qualifications:

• Brokerage industry experience
• Bank experience with PEGA, Hogan and SVP
• Securities Operations experience with BETA, SmartStation
• Provide subject matter expertise and interpretation of procedures to other team members
• Intermediate Microsoft Office Skills
• Strong attention to detail and accuracy skills
• Ability to navigate multiple computer systems, applications and utilize search tools to find information
• Excellent verbal, written and interpersonal communication skills
• Effective organizational, multi-tasking and prioritizing skills
• Ability to work independently, proactively, innovatively and creatively while exercising sound judgement
• Ability to work effectively, as well as independently in a team environment
• Ability to work in a fast paced deadline driven environment
• Knowledge and understanding of real-time adherence management
• Solid problem solving skills
• Strong time management skills
• Ability to flexible and adjust plans quickly to meet changing business needs
• Customer Service focus with experience actively listening, eliciting information, comprehending customer issues/needs, ability to deescalate frustrated callers and situations and recommend solutions

Job Expectations:

• Training will be (6 weeks paid) from Monday-Friday; 8:30am-4:30pm CST.
• Schedule will be based on business needs and will fall into the hours of operation (7:00am-5:00pm CST).
• Ability to work additional hours as needed
• This position is not eligible for Visa sponsorship.
• This position is hybrid
• Relocation assistance is not available for this position

Posting Locations:

• 2801 Market St, F & L Bldg - Saint Louis, Missouri 63103 (Selected candidate must reside within a commutable distance to this location and must be able to work on-site at the posted location )

Posting End Date: 

18 May 2025

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigatin