**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 (https://www.wellsfargojobs.com/en/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. Join us!** **About this role:** **Wells Fargo is seeking a Customer Resolution Representative in the Intake and Support Team for the Estate Care Center department as part of Global Operations. This team handles incoming requests from internal and external customers by mail, email or fax to provide information on the deceased customers’ accounts for estate processing purposes. The Customer Resolution Representative will handle complex and sensitive customer issues which can include estate care resolution (life events), remediations, and/or settlements. The Customer Resolution Representative is a subject matter expert for advisors, clients, and internal business partners on the inheritance and divorce process, assisting our clients with the distribution of assets to beneficiaries who are inheriting an account from a Wells Fargo client.** **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** **Assign the incoming requests to the proper area for processing by reviewing and processing documents and paperwork submitted by personal representatives, advisors and clients to facilitate the distribution of assets and/or for probate purposes from a Wells Fargo account.** **Required Qualifications:** **2+ years of contact experience 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 year experience with Estate Care Center and Case Management** **Experience using Open Text, Hogan, IRISS, EcAR, Customer Information View (CIV), Open Text** **Ability to read and interpret legal documents** **Experience reviewing documentation such as letters of testamentary, trust agreements, Qualified Domestic Relations Order, divorce decrees, and other estate-related paperwork as it pertains to both death and divorce situations.** **Previous experience with trust/estate or legal administration (Beneficiary claims, retirement accounts, etc)** **Ability to identify issues and risks as they arise and escalate in a timely manner** **Ability to research and correspond with customers, responding to their questions and concerns with detailed information** **Ability to achieve high production and quality standards** **Strong analytical skills with high attention to detail and accuracy** **Excellent written and verbal communication skills** **Intermediate Microsoft Office skills** **Effective organizational, multi-tasking, and prioritizing skills** **Ability to navigate multiple computer system windows, applications, and utilize search tools to find information** **Job Expectations:** **Monday-Friday 8:00am-5:00pm CST/EST with a 1-hour lunch(** **local time)** **Monday-Friday 8:30am-5:00pm CST/EST with a 30-minute lunch** **(local time)** **Overtime is based on business need and volume of the department, may be required** **Great attention to detail, and may involve reviewing legal documentation, assessing and mitigating risk to the firm, and communicating needs and requirements to complete the distribution process.** **Selected candidate must reside within a commutable distance to this location and must be able to work on-site at the posted location** **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 4-6 weeks. Training hours are 8:00 a.m. – 5:00 p.m. Monday – Friday CST/EST(local time). You are required to attend the full duration of this paid 4-6 weeks of training.** **We’re open from Monday - Friday, 8:30 am -8:30 pm (EST). Your regular work schedule will be based on business need and may include working at least one weekend day.** **No Relocation** **This position offers a hybrid work schedule** **This position is not eligible for Visa sponsorship** **Location:** **141670-VA-Roanoke Operations Center 7711 Plantation Rd, ROANOKE, VA 24019** **150496-IA-West Des Moines Campus 800 S Jordan Creek Pkwy WEST DES MOINES, IA 50266** *** 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:** 21 Aug 2025 **_*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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) . **Drug and Alcohol Policy** Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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. **Req Number:** R-477306