Wells Fargo Senior Customer Resolution Representative 

United States, Missouri, Saint Louis 

436791453

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.