Why Wells Fargo:

This is where your true career begins. 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. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.

We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.

About this role:

Wells Fargo is seeking a Lead Customer Resolution Representative responsible for managing complex and sensitive customer issues which can include estate care resolution (life events), remediation, and/or settlements. Functions include assessing wide-ranging customer circumstances, conducting extensive research, determining appropriate courses of action, documenting/communicating finding, and supporting the issue through direct mediation as applicable. Manages stakeholder relationships with customers, family members, legal representatives, and business partners.

In this role, you will:

• Support less experienced Customer Resolution team in interpreting and understanding complex policies as well as managing cross-group projects

• Research, respond to, and resolve escalated inquiries

• Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support

• Prioritize work and provide daily work leadership and mentorship to the support team

• Lead or contribute to client issue resolutions that require coordination amongst various teams

• Provide guidance and subject matter expertise to immediate Customer Resolution team on performing comprehensive review of customer complaints

• Consult project owners in case of high profile escalated case

Required Qualifications:

• 6+ 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

Desired Qualifications:

• Advanced Microsoft Office skills

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information

• Experience resolving and working through escalated and complex customer issues.

• Extensive knowledge and understanding of banking/financial service products, policies and procedures.

• Outstanding problem solving and decision-making skills

• Experience assessing and meeting the needs of customers and solving customer problems

• Knowledge and understanding of sales and service processes and procedures; preferably for Wells Fargo Community Bank and Regional Bank Line of Business

• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

• Ability to communicate confidentially and professionally

• Ability to organize and manage multiple priorities

• Ability to interact with integrity and a high level of professionalism with all levels of team members and management

• Bilingual in Spanish

Job Expectations:

• 8:30AM - 5PM Schedule

• 3 days in the office/2 remote

@RWF22

Posting End Date:

*Job posting may come down early due to volume of applicants.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.