Customer Resolutions Representative Estate Care

Customer Resolution RepresentativeAre you ready for the next step in your career? This is where it begins at a company known for our "Well Life" approach to supporting employees' career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list and #1 among financial services companies as the best workplace "to grow your career" in the U.S. When it comes to employees' financial health, we offer competitive salaries and generous benefits package. Apply today.About This RoleWells Fargo is seeking a Customer Resolution Representative in the Estate Care Center as part of Consumer & Small Business Banking Operations (CSBB). CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, cash vault services, mail and courier solutions, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers.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 accordinglyRequired 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, educationDesired Qualifications+ 2+ years of call or contact center experience + Ability to read and interpret legal documents + Ability to be comfortable assisting customers and non-customers on the phone for long stretches of time in a fast-paced environment where there is a high volume of calls + Ability to provide strong customer service while listening, eliciting information efficiently + Intermediate Microsoft Office skills + Experience working with customers using empathy and support during times of loss and life changes that require additional care + Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy + Experience researching and corresponding with customers, responding to their questions and concerns with detailed information + Ability to demonstrate and execute high quality and assurance standards + Experience resolving and working through escalated and complex customer issues + Ability to execute in a fast paced, high demand, metric driven call center environment + Experience navigating multiple computer system windows, applications and utilizing search tools to find information + Ability to work effectively, as well as independently, in a team environmentJob Expectations+ Must be able to attend full duration of required training period + This position is not eligible for Visa sponsorship + Ability to work additional hours as needed + Must work on-site at the location postedTraining and Work ScheduleYou will receive in-depth classroom training, continued on-the-job training and coaching to learn about Wells Fargo banking products, procedures and services. Training will start on January 5, 2026, for 8 weeks. Training hours are 9:00 am 5:30 pm Monday Friday. You are required to attend the full duration of this paid 8-week training course. We're open Monday Friday 8:00 am 8:30 pm and Saturday 9:00 am 5:00 pm. Your regular work schedule will be 4-weekday shifts between 10:00 am 7:00 pm and Saturday varying between the hours of 9:00 am 4:00pm. Schedules are based on business need and are subject to change.Posting Location1525 W. W T Harris Blvd. 3rd Floor Charlotte, NC 28262 @RWF22We Value Equal OpportunityWells Fargo is an equal opportunity employer. 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.