Customer Resolution Representative - Estate Care Center Intake & Support Team

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About this role:

Wells Fargo is seeking a Customer Resolution Representative in the Intake and Support Team for the Estate Care Center department as part of Global Operations. This team handles incoming requests from internal and external customers by mail, email or fax to provide information on the deceased customers’ accounts for estate processing purposes. The Customer Resolution Representative will handle complex and sensitive customer issues which can include estate care resolution (life events), remediations, and/or settlements. The Customer Resolution Representative is a subject matter expert for advisors, clients, and internal business partners on the inheritance and divorce process, assisting our clients with the distribution of assets to beneficiaries who are inheriting an account from a Wells Fargo client.

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

• Assign the incoming requests to the proper area for processing by reviewing and processing documents and paperwork submitted by personal representatives, advisors and clients to facilitate the distribution of assets and/or for probate purposes from a Wells Fargo account.

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 experience with Estate Care Center and Case Management

• Experience using Open Text, Hogan, IRISS, EcAR, Customer Information View (CIV), Open Text

• Ability to read and interpret legal documents

• Experience reviewing documentation such as letters of testamentary, trust agreements, Qualified Domestic Relations Order, divorce decrees, and other estate-related paperwork as it pertains to both death and divorce situations.

• Previous experience with trust/estate or legal administration (Beneficiary claims, retirement accounts, etc)

• Ability to identify issues and risks as they arise and escalate in a timely manner

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

• Ability to achieve high production and quality standards

• Strong analytical skills with high attention to detail and accuracy

• Excellent written and verbal communication skills

• Intermediate Microsoft Office skills

• Effective organizational, multi-tasking, and prioritizing skills

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