Wells Fargo Customer Resolution Representative 

United States, Virginia, Roanoke 

269117864

In this role you will:

• Support internal and external customers with inquiries and complaints regarding financial products and services. We assist customers with transferring assets, closing, and retitling products during life events. We open cases, conduct case maintenance, and manage cases to fulfill the needs of our customers.
• 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

Schedule:

• Scheduled shift is (4) 9-hour weekday shifts and a 4- hour Saturday shift
• Days off: Sunday and 1 weekday off
• Weekdays 9:30 am – 7:00 pm EST, Saturday 11:00 am – 3:00 pm EST
• Schedule subject to change based on business needs

Training:

• You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training will be for 8 weeks. Training hours are 9:30 a.m. – 6:30 p.m. Monday – Friday (EST). You are required to attend the full duration of this paid 8 weeks of training.
• We’re open from Monday - Friday, 8:00 am - 8:30 pm (EST), Saturday 9:00 am – 5:00 pm (EST). Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.

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 Call Center experience
• Ability to read and interpret legal documents
• Ability to achieve high production and quality standards
• Ability to resolve and work through escalated and complex customer issues
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Good analytical skills with high attention to detail and accuracy
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Excellent written and verbal communication skills
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Ability to work effectively, as well as independently, in a team environment

Posting Location:

• 7711 Plantation Rd. - Roanoke, Virginia 24019

Job Expectations:

• This position offers a hybrid work schedule
• Ability to work on-site at the posted work location

This position is not eligible for Visa sponsorship

Wells Fargo Recruitment and Hiring Requirements:

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