Customer Resolution Representative

About this role:

Wells Fargo is seeking a Customer Resolution Representative in IRA Estate Processing for the Estate Care Center department as part of Consumer and Small Business Banking 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
• Processing cash and assets out of deceased IRA’s to the beneficiaries
• Receives Service Requests via Doc View to the IRA Estate work queue
• Reviews client paperwork to ensure in good order before requests are processed
• Follows up with FA or CA to resolve issues with paperwork

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 Securities Operations
• Experience with BETA, Pega and SmartStation
• Ability to read legal documents
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment
• Effective organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office skills
• Strong attention to detail and accuracy skills
• Solid problem solving skills
• Excellent verbal, written, and interpersonal communication skills
• Strong time management skills and ability to meet deadlines
• Experience meeting high production and quality standards
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, identifying complaint language, and recommending solutions

Job Expectations:

Schedule: Monday Thru Friday 8am-4:30pm

Training:

• You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training period will be for 4-6 weeks. Training hours are 8:00 a.m. – 4:30 p.m. Monday – Friday CST.  You are required to attend the full duration of this paid 4-6 weeks of training.
• We’re open from Monday - Friday, 8:00 a.m. – 4:30 p.m CST. Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays.
• This position offers a hybrid work
• No relocation
• This position is not eligible for Visa sponsorship
• Starting rate: $22.00

Posting Location:

•  2801 Market St, F & L Bldg - Saint Louis, MO 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: 

9 Jun 2025

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All