Customer Resolution Representative

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About this role:

Wells Fargo is seeking a Customer Resolution Representative to join the Brokerage Escalations 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 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 Securities Operations experience

• Experience with Beta, Pega, and Smart Station

• Intermediate Excel and Word experience

• Ability to read and interpret legal documents

• Demonstrated experience in deceased management processes

• Ability to identify potential operational issues and legal risks

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

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

• Ability to be flexible and adjust plans quickly to meet changing business needs

• Experience meeting high production and quality standards in a fast paced, deadline driven operations environment

• Strong attention to detail and accuracy skills

• Outstanding prioritizing, organizational, multi-tasking, and problem-solving skills

Job Expectations:

• This position offers a hybrid work schedule

• Work schedule: Monday-Friday 8:00 am - 4:30pm Central Standard Time (CST) and may include one weekend day and some holidays based on the business needs

• Must be able to attend full duration (4 – 6 weeks) of training period: Monday – Friday between the hours of 7:30 a.m. – 4:30 p.m. Central Standard Time (CST)

• This position is subject to FINRA Background Screening Requirements, including successful completion and clearing of a background check. Internal transfers are subject to compliance with 17 CFR 240.17f-2 of the Securities Exchange Act of 1934 and FINRA Bylaws, Article III, Section 3, which states that Associated Persons should not be subject to statutory disqualification. Successful candidates must also meet ongoing regulatory requirements including additional screening and are required to report certain incidents

• Specific compliance policies may apply regarding outside activities or personal investing; affected employees will be expected to provide information to the Wells Fargo Personal Account Dealing Team and abide by applicable policy requirements if hired. Information will be shared about expectations during the recruitment process