Customer Resolution Representative-Supply Chain Management

Job Description

About this role:

Wells Fargo is seeking a Customer Resolution Representative to join the Supply Chain Management Procure to Pay team. Customer Resolution Representative within the Procure to Pay Solution Center team provide valuable customer service support for department customer service calls and activities supporting 105,000 service calls and 20,000 email research requests yearly. This role is positioned to deliver support to lines of business as part of the established center of excellence in support of Procure to Pay global buying and invoicing functions within the Procure to Pay Global group.

In this role, you will:

• Identify ways to improve tasks and processes to ensure timely completion, and offer ideas on trends, workflow, and presentation design.
• Perform moderately complex administrative, transactional, operational tasks.
• Participate in research, tracking, and data gathering related to regulations and policy.
• Perform routing analysis, track trends, and present findings.
• Receive direction from manager and escalate questions and issues to more experienced individuals.
• Interact with peers, team, risk, compliance, company stakeholders and manager.
• Responsible for resolution of internal customer and vendor questions around Internal Commercial Card (ICCard), Global Corporate Travel, Concur, Procurement, Financial Advisor Expense Management Programs and Global Accounts Payable along with any new coverage departments.
• Research AP invoices and payments along with providing high level guidance on how to access PeopleSoft tools across the procure to pay department.  
• Answer inbound calls for the Solution Center phone lines and make necessary outbound calls while simultaneously documenting all call activity using the provided online tools (CSMS).
• Respond to queries through the Teams shared mailboxes within the service level agreement timeframe.
• Inform and demonstrate based on new or enhanced services and/or procedural changes.
• Other duties as assigned by management.

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:

• 1+ year of call center customer service experience in the financial services industry
• 1+ year of Accounts Payable experience
• 1+ year of PeopleSoft experience
• Ariba Experience
• Ability to work in a fast-paced environment handling incoming phone calls and completing an electronic log for proper documentation regarding each call worked.
• Ability to complete necessary research to address incoming calls that require a deeper review.
• Excellent verbal, written, and interpersonal communication skills.
• Outstanding problem-solving skills

Locations:

• 2600 S Price Rd Chandler AZ 85286

• 1525 W W T Harris Blvd Charlotte NC 28262-8522

Job Expectations:

• Chandler, Arizona Work Schedule will be between the hours of: 5:00 AM – 3:00 PM (hybrid)
• Charlotte, North Carolina Work Schedule will be between the hours of: 8:00 AM – 6:00 PM (hybrid)
• This role may require working over-time hours; flexibility around schedule is important.

Posting End Date: 

6 Jul 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 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