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CUSTOMER RESOLUTION MANAGER (BILINGUAL ENGLISH/SPANISH)

  • Operations
  • Full time
  • R-367416

About this role:

Wells Fargo is seeking a Customer Resolution Manager to be part of the Mediation Team.

We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.


In this role, you will:

  • Manage and develop a team to handle complex customer service tasks and create initiatives and programs to support Customer Resolution business goals and objectives
  • Engage internal partners associated with the Customer Resolution functional area
  • Identify and recommend opportunities for process improvement, service standards, and goals within the Customer Resolution functional area
  • Make decisions and resolve issues regarding internal and external client complaints
  • Interpret and develop Customer Resolution policies and procedures to ensure quality and that service standards meet business objectives
  • Collaborate with Customer Service team and first-line supervisors
  • Interact directly with internal and external customers to resolve their inquiries and complaints
  • Manage allocation of people and financial resources for aligned functional area or business group
  • Mentor and guide talent development of direct reports and assist in hiring talent


Required Qualifications:

  • 4+ years of Customer or Investor-facing, Disputes, Claims, or Fraud Resolution experience in the Financial Services or Credit Card industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • 2+ years of leadership experience


Desired Qualifications:

  • Must have be a College/University Graduate
  • Bilingual English-Spanish (B2 proficiency higher)


Job Expectations:

  • Amenable to report Onsite (5 Neo, BGC) and in evening schedule.

Posting End Date: 

27 Jun 2024

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

We Value Diversity

At 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 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.


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