About this role:

Wells Fargo is seeking a Sr. Customer Resolution Representative to join the Supply Chain Management Solution Center Group within Procure to Pay. Sr. Customer Resolution Representatives within the Solution Center group provide valuable customer service support for stakeholder calls and activities supporting 105,000+ service calls and 20,000+ email research requests yearly. This role is positioned to deliver support to lines of business as part of the established center of excellence in support of Procure to Pay global buying and invoicing functions within the Procure to Pay Global group.

In this role, you will:

• Support less experienced individuals in providing resolutions for client inquiries and complaints.

• Research and determine appropriate course of action and conduct investigative steps to fully identify customer issues in order to resolve.

• Interact with internal and external customers to resolve their issues.

• Perform complex administrative and customer support tasks.

• Provide necessary coverage to different areas of the group to ensure customer satisfaction (I.E. Calls ETC).

• Respond independently to complaints escalated at the highest level.

• Support group with daily deliverables (I.E. Reporting, Voicemail, Research ETC).

• Act as escalation POC when group manager is out of the office/offsites ETC.

• Subject matter expert who will provide training to both existing and new group team members.

• Review and analyze group intake data to understand and target call volume and trends and effectively lower call volume.

• Maintain and update internal group documentation to ensure accurate information is provided to clients (Realtime).

• Review internal documentation on a quarterly basis.

• Review and recommend process or policy improvements to enhance customer satisfaction.

• Directly support group management.

• Support customer survey initiative.

• Provide support to group team members real time via group chat on Teams.

• Other duties as assigned by management.

Required Qualifications:

• 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

Desired Qualifications:

• 3+ year of call center customer service experience in the financial services industry

• 2+ year of accounts payable experience

• 2+ year of PeopleSoft experience

• Ability to work in a fast-paced environment handling incoming phone calls and completing an electronic log for proper documentation regarding each call worked.

• Ability to complete necessary research to address incoming calls that require a deeper review.

• Excellent verbal, written, and interpersonal communication skills.

• Outstanding problem-solving skills

Job Expectations:

• This position offers a hybrid work schedule.

• Chandler, Arizona Schedule: 6:00 AM - 3:00 PM (MST) *subject to change

• Charlotte, North Carolina Schedule: 8:00 AM - 5:00 PM (EST) *subject to change

• This role may require working over-time hours; flexibility around schedule is important.

• Over-time work is not guaranteed and subject to change at any time.

Posting End Date:

3 Jul 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.

Company: WELLS FARGO BANK

Req Number: R-377143

Updated: Sun Jun 30 00:59:48 UTC 2024

Location: CHANDLER,Arizona