Customer Resolution Representative

Wells Fargo is seeking a Customer Resolution Representative. 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: 1+ year of customer contact support in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education. Preferred Skills & Competencies: Strong knowledge of estate laws, probate processes, and beneficiary servicing for self‑managed accounts; High attention to detail and strong analytical and decision‑making skills; Effective written and verbal communication skills; Ability to manage multiple cases and meet regulatory‑driven deadlines; Experience coaching or mentoring junior associates; Proficiency with systems like Advisor gateway, Refection, BPMS and PEGA.