Customer Resolution Representative

About this role:

Wells Fargo is seeking a Customer Resolution Representative to join the Case Management team in the Estate Care Center department as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

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 moderately 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 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 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:

• 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

Desired Qualifications:

• 2+ years of Call Center experience

• Ability to read and interpret legal documents

• Ability to achieve high production and quality standards

• Ability to resolve and work through escalated and complex customer issues

• Ability to research and correspond with customers, responding to their questions and concerns with detailed information

• Good analytical skills with high attention to detail and accuracy

• Ability to work effectively in structured but flexible, adaptable and changing, call center environment

• Excellent written and verbal communication skills

• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information

• Ability to work effectively, as well as independently, in a team environment

Job Expectations:

• Must be able to attend full duration of required training period

• Ability to work additional hours as needed

• Must work on-site at the location posted

• This position is not eligible for Visa sponsorship

Work Schedule:

• Training will be for 8 weeks. Training hours are 9:00 a.m. – 5:30 p.m. Monday – Friday (EST).  You are required to attend the full duration of this paid 8 weeks of training.

• Work Schedule after Training:  Schedules will be assigned after training and will fall within the hours of operation.  

• Our hours of operations are Monday - Friday, 8:00 am - 8:30 pm (EST), Saturday 9:00 am – 5:00 pm (EST). Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays.

Posting Locations:

• 1525 W W T Harris Blvd., Charlotte, North Carolina 28262

• 4101 Wiseman Blvd., San Antonio, Texas 78251

• 800 S Jordan Creek Pkwy, West Des Moines, IA 50266

Posting End Date: 

18 Aug 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 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 complian