Wells Fargo Customer Resolution Representative - Estate Care Center Liabilities 

United States, Iowa, West Des Moines 

727114436

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
• Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances

Schedule:

• Monday-Friday 10:30 am – 7:00 pm CST
• 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 5 weeks. Training hours are 10:30 a.m. – 7:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 5 weeks of training.
• We’re open from Monday - Friday, 8:00 am -7:00 pm (CST). 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 resolve and work through escalated and complex customer issues
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Ability to achieve high production and quality standards
• 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:

• 800 S Jordan Creek Pkwy. – West Des Moines, Iowa 50266

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.