About this role: Wells Fargo is seeking Customer Resolution Representatives as part of the Life Events team within 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 leadership, 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
Schedule:
- Monday-Friday 10:00am-7:00-pm CST
Training:
- You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
- Training will be for 6 weeks. Training hours are 8:00 a.m. - 5:00 p.m. Monday - Friday CST. You are required to attend the full duration of this paid 6 weeks of training.
- Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.
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:
- Ability to read and interpret legal documents
- Experience taking inbound calls and making work-related outbound phone calls
- Excellent written and verbal communication skills
- Ability to identify potential operational issues and legal risks
- Ability to achieve high production and quality standards
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
- Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
- Ability to research and correspond with customers, responding to their questions and concerns with detailed information
- Previous experience in following programs: Hogan, MSP (Mortgage Servicing Platform), SVP (Service Vision Platform)
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
Posting Location:
- 4101 Wiseman Blvd, SAN ANTONIO, TX 78251
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, may be required
This position is not eligible for Visa sponsorship
Posting End Date: 16 Dec 2024
*Job posting may come down early due to volume of applicants. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 US: 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.
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.
