Customer Resolution Representative

Job Summary

Wells Fargo is seeking a Customer Resolution Representative.

Responsibilities

• Manage endtoend 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 highrisk 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 expectations

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