Customer Resolution Representative - Estate Care Center

About this role:

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more about the career areas and lines of business at www.wellsfargojobs.com

Wells Fargo is seeking an Customer Resolution Representative  as part of Consumer and Small Business Banking Operation

In this role, you will:

• Support internal and external customers with inquiries and
• 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
• ng 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 Call Center experience
• Ability to read and interpret legal documents
• Ability to achieve high production and quality standards
• Ability to resolve and work through escalated and complex customer issues
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Good analytical skills with high attention to detail and accuracy
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Excellent written and verbal communication skills
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Ability to work effectively, as well as independently, in a team environment

Job Expectations:

• Class starts 2/2/2026
• Training: 6 - 8 weeks. You are required to attend the full duration of the training
• Schedule: 10am- 7:30 pm / 4 week days and every Saturday. Day off will be determined after training
• Overtime is based on business need and volume, could be required
• This position offers a hybrid work schedule A/B after training and based on productivity
• This position is not eligible for Visa sponsorship

Job Posting location:

• 800 Jordan Creek Pkwy, West Des Moines, IA 50266 (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: 

8 Jan 2026

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

We Value Equal Opportunity

Wells Fargo is an equal opport