Lead Customer Resolution Representative Estate Care (CSBBO)

About this role:

Wells Fargo is seeking a Lead Customer Resolution Representative supporting Estate Care within Consumer Small & Business Banking Operations (CSBBO). For additional information on lines of business refer to the external careers site at.

In this role you will:

• Consult project owners in case of high profile escalated case
• Lead or contribute to client issue resolutions that require coordination amongst various teams
  • Provide business oversight to ensure applicable change management is consistently implemented including stakeholder engagement and support of related activities
• Perform or guide others on complex client inquiries and complaints that require planning evaluation and interpretation as well as an understanding of financial services and customer support
• Prioritize work and provide daily work leadership and mentorship to the support team
• Provide guidance and subject matter expertise to immediate Customer Resolution team on performing comprehensive review of customer complaints
  • Provides subject matter expertise for audits Estate Care Center requests corrective action and/or issues etc.
• Research respond to and resolve escalated inquiries
• Support less experienced Customer Resolution team in interpreting and understanding complex policies as well as managing cross-group projects
  • Create deliver and manage team specific communications including procedure updates

Locations: Preferred locations listed below. Relocation assistance is not available for this position.

• 800 S. Jordan Creek Parkway West Des Moines IA
• 1525 W. W T Harris Blvd. Charlotte NC
• 4101 Wisman Blvd. San Antonio TX
• 7711 Plantation Road Roanoke VA

Work Schedule:

• Available shifts: 8:30 a.m. 5:00 p.m. 9:00 a.m. 5:30 p.m. and 9:30 a.m. 6:00 p.m. ET Monday Friday
• Department Hours of Operation: 8:00 a.m. 8:30 p.m. ET
• Shift is assigned and subject to change based on business needs and may include weekends and holidays

Required Qualifications:

• 6 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:

• Advanced communication and presentation skills with a proven ability to engage stakeholders at all levels lead meetings and deliver clear status updates while maintaining integrity and professionalism across the organization
• Advanced organizational skills with high attention to detail and accuracy
• Advanced process efficiency experience including process assessment and improvement recommendations
• Demonstrated experience working effectively in a structured but flexible adaptable and changing call center/contact center environment and across all organizational levels where flexibility collaboration and adaptability are important
• Experienced in leading enterprise-wide initiatives driving organizational change optimizing processes and delivering innovative solutions aligned with strategic business goals
• Proven ability to lead in a matrixed organization including fostering collaboration across business and functional areas while driving results through effective coaching mentoring relationship building and talent development
• Proven ability to provide strong customer service while listening eliciting information efficiently and comprehending information while de-escalating and resolving complex customer issues
• Strong analytical and independent judgment skills with experience resolving complex issues interpreting regulatory changes and supporting audit testing and remediation efforts in alignment with consumer protection policies and enterprise controls
• Strong collaboration and influencing skills with a proven ability to execute in fast-paced environments balance multiple priorities and drive team success toward business objectives
• Financial services experience
• Experience with case management tools and workflowoptimization processes
• Experience with reviewing legal documentation
• Experience with Wells Fargo Estate Care processes and procedures
• Advanced Microsoft Office (Word Excel Outlook PowerPoint and Teams)
• Advanced Wells Fargo programs systems and tools skills such as: Alvaria Hogan PEGA (Primary Enterprise Case Management Platform) and SVP (Service Vision Platform)

Job Expectations:

• Ability to work additional hours as needed
• Ability to work weekends and holidays as needed or scheduled
• Adhere to standards outlined with written policy as well as applicable State and Federal regulations
• This position is not eligible for Visa sponsorship
• Willingness to work on-site at stated location on the job opening

IMPORTANT INFORMATION:

• AFTER SUBMITTING YOUR APPLICATION PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS
• Once your application is received Wells Fargo will make initial contact with you via e-mail
• Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile. If your contact information has changed please update prior to applying to this position
• Based on the volume of applications received this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting we encourage you to apply for other opportunities with Wells Fargo.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit Market Financial Crimes Operational Regulatory Compliance) which includes effectively following and adhering to applicable Wells Fargo policies and procedures appropriately fulfilling risk and compliance obligations timely and effective escalation and remediation of issues and making sound risk decisions. There is emphasis on proactive monitoring governance risk identification and escalation as well as making sound risk decisions commensurate with the business units risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates including women persons with disabilities aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process visitDisability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

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