ECC Brokerage Senior Customer Resolution Representative - Processing Team

About this role:

Wells Fargo is seeking a ECC Brokerage Senior Customer Resolution Representative - Processing Team to join the Estate Care Center Wells Trade Brokerage Processing 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 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

Schedule:

• Start time will be between the hours on 7am - 8:30am 3 days in office 2 days remote
• Schedule subject to change based on business needs

Required Qualifications:

• 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:

• 2+ years of experience in brokerage/banking experience, knowledge of securities/risk operations processing or services
• 1+ year of leadership experience including training or mentoring
• Knowledge and understanding of securities investment products
• Systems Knowledge and Experience with Beta, Alfresco, Pega, and Smart Station
• Experience resolving and working through escalated and complex customer issues
• Experience researching and determining the root cause of identified issues
• Experience meeting high production and quality standards
• Strong attention to detail and accuracy skills
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to work in a fast-paced, high demand, deadline driven environment
• Solid problem-solving skills
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Intermediate Microsoft Office skills
• Excellent verbal, written, and interpersonal skills

Posting Location:

• 2801 Market St. – Saint Louis, Missouri 63103

Job Expectations:

• This position offers a hybrid work schedule
• Ability to work on-site at the posted work location
• Overtime is based on business need and volume of the department, could be required

This position is not eligible for Visa sponsorship

Posting End Date: 

12 Oct 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 commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

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