Customer Resolution Manager

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: Wells Fargo is seeking an experienced Customer Resolution Manager. As a Customer Resolution Manager, you would be responsible for 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. Learn more about our career areas and lines of business at wellsfargojobs.com. 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, US: 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: Experience resolving and working through escalated and or complex customer issues Ability to interact with integrity and a high level of professionalism with all levels of team members and management Excellent verbal, written, and interpersonal communication skills Virtual leadership experience with ability to effectively drive results, provide feedback/direction Manage and build relationships with leaders and team members in a geographically dispersed team environment Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders Ability to be proactive, innovative and creative in meeting customer and enterprise needs Ability to execute in a fast paced, high demand, environment while balancing multiple priorities- Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team Experience maintaining employee performance improvement using constructive coaching Participation in an industry group or organization that aligns with Wells Fargo’s support of Diversity, Equity & Inclusion @RWF22 Posting End Date: *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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets, proudly serves one in three U.S. households and more than 10% of small businesses in the U.S., and is a leading middle market banking provider in the U.S. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 47 on Fortune’s 2023 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. 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