Senior Customer Resolution Consultant

Why Wells Fargo:This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace "to grow your career" in the U.S. At Wells Fargo, we support employees' career aspirations and growth. We're proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.About this role:We are looking for the Senior Customer Resolution Consultant within the Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning organization reports into ECR `in the Chief Operating Office (COO), and is comprised of three, specialized teams, the Enterprise Redress Office, Mediation Program, and the Enterprise Incident Customer Accommodations Office, each uniquely dedicated to ensuring the strategic, effective, and timely delivery of commitments to our customers. Additionally, the organization leads strategic planning efforts for ECR, working to ensure that ECR-wide strategic goals are not only met but in alignment with Enterprise focus areas.In this position you are 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:

Participate in comprehensive reviews including research of findings and propose resolution recommendations

Determine appropriate course of remedial action, conduct investigative steps to fully identify the issues, and research product information, terms, conditions, or contracts

Review complex transactions, process gaps, or research that require in-depth evaluation and special handling

Contribute to the resolution of highly sensitive customer inquiries and complaints, and partner with executives, more experienced management, relationship managers, and other internal partners or business lines to resolve issues by identifying creative or unique solutions

Collaborate with executives, more experienced management, relationship managers, and other internal partners or business lines to resolve highly sensitive customer inquiries and complaints

Act as a mentor to less experience individuals and may assist with their development

Required Qualifications, US:

4+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Experience interacting positively with difficult or irate customers

Strong organizational, multi-tasking, and prioritizing skills

Strong research and documentation skills

Knowledge and understanding of financial services industry: compliance, regulatory, or legal operations

Experience resolving and working through escalated and complex customer issues

Knowledge and understanding of consumer products, policies, and procedures

Knowledge and understanding of operations policies and procedures

Ability to interact with all levels of an organization

Participation in an industry group or organization that aligns with Wells Fargo's support of Diversity, Equity & Inclusion

Knowledge and understanding of operations support in a call center or operations center

Excellent verbal, written, and interpersonal communication skills

Strong analytical skills with high attention to detail and accuracy

Knowledge of HOGAN, SVP, DIPR, MARS OIB, EAP, and ICMP software platforms

Advanced Microsoft office knowledge (Excel, Word, SharePoint)

Job Expectations:

Flexibility with preferred customer contact timeframes hours

Currently a hybrid work schedule - on-site time required as defined by the line of business

Job posting may come down early due to volume of applicants.Locations:2600 South Price Road Chandler Arizona 852864101 Wiseman Blvd. San Antonio Texas 782515201 W. Amelia Earhart Dr Salt Lake City UtahPosting End Date:7 Aug 2024Job posting may come down early due to volume of applicants.We Value DiversityAt Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.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 US: 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.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 DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .Drug and Alcohol PolicyWells 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.Company: WELLS FARGO BANKReq Number: R-385262-3Updated: Sat Aug 03 01:53:44 UTC 2024Location: SALT LAKE CITY,Utah