Wells Fargo & Company
Senior Customer Resolution Representative
This job is now closed
Job Description
- Req#: R-314276
Support less experienced individuals in providing resolutions for client inquiries and complaints
Determine appropriate course of action and conduct investigative steps to fully identify customer issues
Perform complex administrative and customer support tasks by managing daily schedules, and provide work direction to the team
Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
Provide subject matter expertise and interpretation of procedures to less experienced individuals
Respond independently to complaints escalated at the highest level
Interact with internal and external customers to resolve their issues
Interact with the immediate Customer Resolution team to supervise day to day activities of the support Customer Resolution team
4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Brokerage industry experience
Estate Care Center experience
Securities Operations experience with BETA, SmartStation and Agent Desktop
PEGA, Hogan and SVP experience
Ability to work independently, proactively, innovatively and creatively while exercising sound judgement
Solid problem solving skills
Customer Service focus with experience actively listening, eliciting information, comprehending customer issues/needs, ability to deescalate frustrated callers and situations and recommend solutions
Ability to navigate multiple computer systems, applications and utilize search tools to find information
Ability to work effectively, as well as independently in a team environment
Ability to work in a fast paced deadline driven environment
Ability to flexible and adjust plans quickly to meet changing business needs
Excellent verbal, written and interpersonal communication skills
Effective organizational, multi-tasking and prioritizing skills
Knowledge and understanding of real-time adherence management
Strong time management skills
Strong attention to detail and accuracy skills
Paid On-site training will start January 2024 for up to 10 weeks
Training Schedule: 9:00am to 5:00pm CST
Business Operating hours of 7:00am to 6:00pm CST
Ability to work any shift that falls within the Business Operating hours
Ability to work additional hours as needed
Ability to work outside of regular business hours as needed
2801 Market St, F & L Bldg - Saint Louis, Missouri 63103
1525 W W T Harris Blvd - Charlotte, North Carolina 28262-8522
10500 NE Walker Rd - Hillsboro, Oregon 97006
Required location(s) listed above. Relocation assistance is not available for this position
About this role:
Wells Fargo is seeking Senior Customer Resolution Representatives in Consumer & Small Business Banking providing coverage for the Brokerage Estate Care Center in a call center environment. Learn more about our career areas and business divisions at wellsfargojobs.com.
In this role, you will:
Required Qualifications:Desired Qualifications:
Job Expectations:Posting Locations:
This position is not eligible for Visa sponsorship.
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.
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
About the company
Wells Fargo & Company is an American multinational financial services company with corporate headquarters in San Francisco.