Customer Resolution Representative

6 months ago

Hyderabad Telangana, India Wells Fargo Full time

**About this role**:
Wells Fargo is seeking a Customer Resolution Representative is responsible for managing complex and sensitive customer issues which can include estate care resolution (life events), remediations, and/or settlements. Functions include assessing wide-ranging customer circumstances, conducting extensive research, determining appropriate courses of action, documenting/communicating finding, and supporting the issue through direct mediation as applicable. Manages stakeholder relationships with customers, family members, legal representatives, and business partners.

**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.
- Maintain understanding and deploy use of procedures to ensure compliance with applicable policies and regulations.
- Communicate outcomes, recommendations, and resolutions to key stakeholders. Ensure that all trailing actions are undertaken and handed off appropriately and with a sense of urgency.
- Demonstrate initiative by looking for ways to improve processes to a more efficient state and provide subsequent solutions.
- Engage in opportunities to learn new work and cross-train as needed to handle fluctuations in volumes and variations in arrival pattern.
- Engage effectively with business partners and peers to build relationships, gain consensus, and understand upstream/downstream impact.
- Independently complete required daily, weekly, or monthly tasks within specified timelines specific to the mediation workflows or in support of overall group Service Level Agreement (SLA) goal.
- Open for different shifts as per the Business needs.
- Open for additional hours support as per the Business needs.

**Required Qualifications**:

- 3+ 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.

**Required Qualifications, International**:

- Experience in Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

**Desired Qualifications**:

- Ability to take initiative and work independently with mínimal supervision in a structured environment.
- Ability to research, analyze, and determine a course of action for financial transactions.
- Knowledge and understanding of regulatory compliance requirements surrounding Financial Services environment requirements.
- Basic Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills.
- Ability to provide strong customer service and develop customer relationships
- Subject matter expert and Training skills.
- Strong organizational and time management skills with the ability to manage multiple responsibilities and tasks simultaneously.

**Job Expectations**:

- Ability to take initiative and work independently with mínimal supervision in a structured environment.
- Ability to research, analyze, and determine a course of action for financial transactions.
- Knowledge and understanding of regulatory compliance requirements surrounding Financial Services environment requirements.
- Basic Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills.
- Ability to provide strong customer service and develop customer relationships.
- Subject matter expert and Training skills.
- Strong organizational and time management skills with the ability to manage multiple responsibilities and tasks simultaneously.
- 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 esc

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