Senior Customer Resolution Representative

• 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
• Experience managing complaints and objections effectively and professionally
• Experience reviewing complaints and complaints data
• Experience with Wells Fargo complaints management process
• Experience working productively in an environment where work processes frequently change
• ECMP, ECIP and Hogan experience
• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgement
• Solid problem-solving skills
• 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 be flexible and adjust plans quickly to meet changing business needs
• Excellent verbal, written and interpersonal communication skills
• Effective organizational, multi-tasking and prioritizing skills
• Strong time management skills
• Strong attention to detail and accuracy skills

1+ year of Escalated Complaints experience as a case owner, operational risk, quality assurance or intake

• Robust benefits
• Competitive compensation
• Programs designed to help find work-life balance and well-being
• Rewarded for investing in community
• Celebrated for being authentic self
• Empowered to grow