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About this role: Wells Fargo is seeking a Customer Resolution Representative in the Estate Care Center as part of Consumer & Small Business Banking Operations (CSBB). Find out why we're the #1 financial services company to grow YOUR career. Apply today.
CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, cash vault services, mail and courier solutions, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers.
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 or contact center experience
- Ability to read and interpret legal documents
- Ability to be comfortable assisting customers and non-customers on the phone for long stretches of time in a fast-paced environment where there is a high volume of calls
- Ability to provide strong customer service while listening, eliciting information efficiently
- Intermediate Microsoft Office skills
- Experience working with customers using empathy and support during times of loss and life changes that require additional care
- Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
- Experience researching and corresponding with customers, responding to their questions and concerns with detailed information
- Ability to demonstrate and execute high quality and assurance standards
- Experience resolving and working through escalated and complex customer issues
- Ability to execute in a fast paced, high demand, metric driven call center environment
- Experience navigating multiple computer system windows, applications and utilizing 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
- This position is not eligible for Visa sponsorship
- Ability to work additional hours as needed
- Must work on-site at the location posted
Training and Work Schedule: - 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 will start on January 5, 2026, for 8 weeks. Training hours are 9:00 am - 5:30 pm Monday - Friday. You are required to attend the full duration of this paid 8-week training course.
- We're open Monday - Friday 8:00 am - 8:30 pm and Saturday 9:00 am - 5:00 pm.
- Your regular work schedule will be 4-weekday shifts between 10:00 am - 7:00 pm and Saturday varying between the hours of 9:00 am - 4:00pm.
- Schedules are based on business need and are subject to change
Posting Location: - 1525 W. W T Harris Blvd. - 3rd Floor - Charlotte, NC 28262
@RWF22
Posting End Date: 26 Oct 2025
*Job posting may come down early due to volume of applicants. We Value Equal OpportunityWells 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 DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol PolicyWells 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.
