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Bilingual Customer Resolution Representative
4 months ago
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
**About this role**:
**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, US**:
- 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, education
**Desired Qualifications**:
- Check Handling or Exceptions experience
- Problem solving and decision making skills
- Microsoft Office skills
- Customer Service skills
- Soft skills for phone calls
- Ability to interact with all levels of an organization
- Teller experience
- High Volume Call Center Experience
**Location**:
- Required location for this position is: AZ-E Building, Chandler Campus 2700 South Price Road Chandler, AZ 85286
**Job Expectations**:
- Schedule: 6AM - 5PM Monday through Friday, schedule will be determined by hiring manager
- Position is fully onsite
- This position is not eligible for Visa sponsorship
**Testing**:
- Must be able to pass the Spanish Speaking Proficiency Exam administered by a third-party vendor and able to service customers in both English and Spanish. Eligible for a 5% language differential.
**Posting End Date**:
23 May 2024
**Job posting may come down early due to volume of applicants.**
**We Value Diversity**
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.
**Applicants with Disabilities**
**Drug and Alcohol Policy**
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
