Customer Resolution Representative

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Conduct investigative steps to identify issues and process complex financial transactions
• Review complaints for regulatory and non-regulatory flags to ensure compliance with company standards
• Classify risks appropriately within the case management system
• Serve as an intermediary to resolve disputed matters, negotiate, and enact settlements
• Escalate non-routine client concerns to senior team members as needed

Requirements

• 1+ year of customer contact support in a Financial Services environment or equivalent experience
• Strong analytical and decision-making skills
• Effective written and verbal communication skills

Preferred Qualifications

• Knowledge of estate laws, probate processes, and beneficiary servicing
• Proficiency with systems including Advisor gateway, Refection, BPMS, and PEGA
• Ability to manage multiple cases and meet regulatory-driven deadlines
• Experience coaching or mentoring junior associates

About the Company

Wells Fargo & Company is a leading financial services company with approximately $2.1 trillion in assets, providing a diversified set of banking, investment, and mortgage products and services globally.