Customer Resolution Representative

Why Wells Fargo

Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place.

Living the Well Life means you’re supported in life, not just work. It means having robust benefits,  competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. Join us!

About this role:

Wells Fargo is seeking a Customer Resolution Representative to join the Case Management team in the Estate Care Center department as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

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:

• 1+ year of customer contact support in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 1+ years of experience in a call center
• Ability to read, understand, and interpret legal or regulatory documents.
• Demonstrated ability to meet productivity goals while maintaining a high level of accuracy and quality.
• Strong problem-solving skills with the ability to manage and resolve complex or escalated customer concerns.
• Experience researching customer inquiries and providing clear, detailed, and professional responses.
• Excellent analytical and critical-thinking skills with strong attention to detail.
• Ability to thrive in a structured, fast-paced environment while adapting to changing business needs and priorities.
• Strong written and verbal communication skills with the ability to communicate effectively across various channels.
• Proficiency in navigating multiple computer applications, systems, and research tools simultaneously.
• Ability to work both independently and collaboratively as part of a team-oriented environment.

Job Expectations:

Schedule:  Start date 11/16/2026

• Scheduled shift is (4) 8.5-hour weekday shifts:( Note this is 30 mins hours lunch ) and a 6-hour Saturday shift ( Actual schedule TBD )
• Days off: Sunday and 1 weekday off
• Weekdays: 10:00 am – 7:00 pm (EST)
• Saturday schedule could be one of the following: 9:00 am – 3:00 pm (EST), 9:30 am – 3:30 pm (EST), or 10:00 am – 4:00 pm (EST)
• Schedule subject to change based on business needs
• Overtime is based on business need and volume of the department may required

Training:

• You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training will be for 8 weeks. Training hours are 8:30 a.m. – 5:30 p.m. Monday – Friday (EST).  You are required to attend the full duration of this paid 8 weeks of training.
• We’re open from Monday - Friday, 8:00 am - 8:30 pm (EST), Saturday 9:00 am – 5:00 pm (EST). Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays.
• Position is Hybrid after 90 days training period( After this period you will be reviewed for eligibility to rotate every other week in the office)
• No relocation
• This position is not eligible for Visa sponsorship

Posting Location:

• 1525 W W T Harris Blvd. – Charlotte, North Carolina 28262

• (Selected candidate must reside within a commutable distance to this location and must be able to work on-site at the posted location )

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.