Customer Resolution Representative

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Assist customers with transferring assets, closing, and retitling products during life events
• Open cases, conduct case maintenance, and manage cases to fulfill customer needs
• Seek ways to determine appropriate course of action
• Conduct investigative steps to identify issues
• Process complex transactions online
• Perform moderately complex initiatives to resolve client issues
• Review complaints for regulatory and non-regulatory flags
• Classify risks appropriately in case management system
• Receive direction from supervisors
• Escalate non-routine client concerns
• Interact with internal and external customers to respond to concerns
• Serve as intermediary between parties to resolve disputed matters
• Negotiate and enact settlements

• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through work experience, training, military experience, education
• 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
• Good analytical skills with high attention to detail and accuracy
• Ability to work effectively in structured but flexible call center environment
• Excellent written and verbal communication skills
• Ability to navigate multiple computer system windows, applications, and utilize search tools
• Ability to work effectively and independently in a team environment

2+ years of Call Center experience

• In-depth on-the-job training
• Coaching on Wells Fargo banking products, procedures, and services
• Paid training