Customer Resolution Representative

About this role:

Wells Fargo is seeking a Customer Resolution Representative

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

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:

• Perform various operational tasks on complex securities that require general knowledge of unit functions and systems

• Support securities operations

• Identify ways to improve the overall process

• Perform moderately complex duties such as processing, researching inquires and reconciling transactions

• Review time sensitive documents

• Receive direction from supervisor and coordinate situations involving other departments

• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals

• Interact with internal customers

• Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

• Min bachelor's in commerce/ BBA, MBA in Finance and similar finance related qualifications will be advantageous.

• Job expectations will be to review complex paperwork submitted by clients and process transactions involving both cash and securities.

• Liaison with ACAT Teams, Legal Teams, Risk Teams to resolve queries and complete asset movement from deceased accounts to Beneficiary Accounts.

• Have good exposure to MS-Excel which will be utilized in day-to-day workings.

• Have good knowledge of U.S Securities Markets and Financial Instruments which will be required in Asset Movement function for the Job Role.

• Have good working knowledge of IRS Regulations with regards to IRA Accounts and Brokerage Accounts.

• Have good, focused mindset to work in movement of Securities without causing errors ad misses due to complex nature of movement involved and securities valuation related to the market.

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 unit’s 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, visit Disability 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.