Wells Fargo Customer Resolution Representative - Estate Care Center 

United States, Virginia, Roanoke 

194438823

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

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

27 Apr 2025

Wells Fargo Recruitment and Hiring Requirements:

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