Senior Customer Resolution Representative
| Company | Wells Fargo |
|---|---|
| Location | St. Louis, MO, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 4+ 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
Responsibilities
- Support less experienced individuals in providing resolutions for client inquiries and complaints
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules, and provide work direction to the team
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
- Provide subject matter expertise and interpretation of procedures to less experienced individuals
- Respond independently to complaints escalated at the highest level
- Interact with internal and external customers to resolve their issues
- Interact with the immediate Customer Resolution team to supervise day to day activities of the support Customer Resolution team
- Work within a contact center environment to support financial products and services
- Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first contact resolution
Preferred Qualifications
- Brokerage industry experience
- Bank experience with PEGA, Hogan and SVP
- Securities Operations experience with BETA, SmartStation
- Provide subject matter expertise and interpretation of procedures to other team members
- Intermediate Microsoft Office Skills
- Strong attention to detail and accuracy skills
- Ability to navigate multiple computer systems, applications and utilize search tools to find information
- Excellent verbal, written and interpersonal communication skills
- Effective organizational, multi-tasking and prioritizing skills
- Ability to work independently, proactively, innovatively and creatively while exercising sound judgement
- Ability to work effectively, as well as independently in a team environment
- Ability to work in a fast paced deadline driven environment
- Knowledge and understanding of real-time adherence management
- Solid problem solving skills
- Strong time management skills
- Ability to flexible and adjust plans quickly to meet changing business needs
- Customer Service focus with experience actively listening, eliciting information, comprehending customer issues/needs, ability to deescalate frustrated callers and situations and recommend solutions