Customer Resolution Representative

About this role:

Wells Fargo is seeking a Customer Resolution Representative.

In this role, you will:

• Manage end‑to‑end estate processing from account maintenance through final distribution.
• Review and validate estate documentation such as death certificates, wills, probate letters, succession certificates, and beneficiary claims
• Determine account eligibility for transfer, liquidation, or distribution in line with regulatory, legal, and organizational requirements
• Process account updates, asset transfers, distributions, and closures with accuracy and timeliness
• Resolve complex service issues, escalations, and sensitive client interactions related to deceased accounts
• Ensure all processing adheres to regulatory, legal, and internal policy requirements related to estate handling.
• Identify potential risks, fraud indicators, or documentation inconsistencies and escalate appropriately
• Handle complex or high‑risk estate cases with minimal supervision
• Identify process gaps, efficiency opportunities, and contribute to continuous improvement initiatives
• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction

Required Qualifications:

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

Job expectation

• Strong knowledge of estate laws, probate processes, and beneficiary servicing for self‑managed accounts.
• High attention to detail and strong analytical and decision‑making skills
• Effective written and verbal communication skills
• Ability to manage multiple cases and meet regulatory‑driven deadlines
• Experience coaching or mentoring junior associates
• Proficiency with systems like Advisor gateway, Refection, BPMS and PEGA

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.