About this role:

Wells Fargo is seeking a Customer Resolution Representative to join the Case Management 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 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:

Must be able to attend full duration of required training period

Ability to work additional hours as needed

Must work on-site at the location posted

This position is not eligible for Visa sponsorship

Work Schedule:

Training will be for 8 weeks. Training hours are 9:00 a.m. – 5:30 p.m. Monday – Friday (EST).  You are required to attend the full duration of this paid 8 weeks of training.

Work Schedule after Training:  Schedules will be assigned after training and will fall within the hours of operation.  

Our hours of operations are Monday - Friday, 8:00 am - 8:30 pm (EST), Saturday 9:00 am – 5:00 pm (EST). Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays.

Posting Locations:

1525 W W T Harris Blvd., Charlotte, North Carolina 28262

4101 Wiseman Blvd., San Antonio, Texas 78251

Posting End Date: 

*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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.