Customer Resolution Representative jobs at Wells Fargo in United States, Saint Louis

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:

• 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:

• 2+ years of Securities Operations
• Experience with BETA, Pega and SmartStation
• Ability to read legal documents
• Experience in Deceased management process
• Ability to identify potential operational issues and legal risks
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment
• Effective organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office skills
• Experience working with changing priorities and deadlines
• Strong attention to detail and accuracy skills
• Solid problem solving skills
• Excellent verbal, written, and interpersonal communication skills
• Experience meeting high production and quality standards
• Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, identifying complaint language, and recommending solutions

Job Expectations:

Monday Thru Friday 8am-4:30pm may varies in time

Possible overtime base on business needs, could require

Training:

• Training period will be for 4-6 weeks with continued on-the-job training.
• Training hours are 8:00 a.m. – 4:30 p.m. Monday – Friday CST. You are required to attend the full duration of this paid 4-6 weeks of training.
• We’re open from Monday - Friday, 8:00 a.m. – 4:30 p.m CST. Your regular work schedule will be based on business need and will include working at least one weekend day
• This position offers a hybrid work
• No relocation
• This position is not eligible for Visa sponsorship

• 2801 Market St, F & L Bldg - Saint Louis, MO 6310(Selected candidate must reside within a commutable distance to this location and must be able to work on-site at the posted location )

Wells Fargo Recruitment and Hiring Requirements:

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

In this role, you will:

• Provide support to internal and external customers in account management, operations, documentation, and technical support
• Review basic or tactical customer issues regarding products and services, billing, account questions, or account transactions with narrower impact
• Receive direction from managers and exercise judgment within defined parameters while developing understanding of the related policies, procedures, or compliance requirements
• Act as a primary support person for the customer and internal partners supporting customer services
• Provide information to managers as well as internal and external customers to resolve customer issues

Required Qualifications:

• 6+ months of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Call center customer service experience in the financial services industry
• Banking or financial operations experience
• Knowledge and understanding of brokerage industry/operations
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to identify and assess issues then make sound decisions
• Highly refined and professional verbal and written communications
• Ability to navigate multiple computer screens while working on the phone
• Strong analytical skills with high attention to detail and accuracy

Job Expectations:

• Training will be combination of OJT and Class
• Working hours will be M-F between the hours of 7am-6pm
• Hybrid 3/2

Wells Fargo Recruitment and Hiring Requirements:

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

In this role, you will:

• 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
• Work within a contact center environment to support financial products and services
• Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first contact resolution

Required Qualifications, US:

• 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

Desired Qualifications:

• Brokerage industry experience
• Bank experience with PEGA, Hogan and SVP
• Securities Operations experience with BETA, SmartStation
• Provide subject matter expertise and interpretation of procedures to other team members
• Intermediate Microsoft Office Skills
• Strong attention to detail and accuracy skills
• Ability to navigate multiple computer systems, applications and utilize search tools to find information
• Excellent verbal, written and interpersonal communication skills
• Effective organizational, multi-tasking and prioritizing skills
• Ability to work independently, proactively, innovatively and creatively while exercising sound judgement
• Ability to work effectively, as well as independently in a team environment
• Ability to work in a fast paced deadline driven environment
• Knowledge and understanding of real-time adherence management
• Solid problem solving skills
• Strong time management skills
• Ability to flexible and adjust plans quickly to meet changing business needs
• Customer Service focus with experience actively listening, eliciting information, comprehending customer issues/needs, ability to deescalate frustrated callers and situations and recommend solutions

Job Expectations:

• Training will be (6 weeks paid) from Monday-Friday; 8:30am-4:30pm CST.
• Schedule will be based on business needs and will fall into the hours of operation (7:00am-5:00pm CST).
• Ability to work additional hours as needed
• This position is not eligible for Visa sponsorship.
• This position is hybrid
• Relocation assistance is not available for this position

• 2801 Market St, F & L Bldg - Saint Louis, Missouri 63103

Wells Fargo Recruitment and Hiring Requirements:

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