Associate Account Resolution Representative

1 week ago

Irving, United States Wells Fargo Full time

About this role:

Wells Fargo is seeking an Associate Account Resolution Representative in Consumer Lending for the Auto department. Learn more about the career areas and lines of business at wellsfargojobs.com

In this role, you will:

* Support Account Resolution functional area as an entry level Account Resolution Specialist by utilizing the knowledge of company products, services, policies, procedures, and Account Resolution systems


* Apply knowledge when communicating with delinquent customers


* Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances


* Perform routine transactional tasks, such as taking inbound calls and making outbound calls by utilizing either an auto dialer or direct dial system to determine reason for delinquency


* Receive direction from supervisors, and escalate questions and complex issues to Account Resolution individuals


* Interact with immediate Account Resolution team on basic Account Resolution related information, as well as internal and external customers



Required Qualifications:

* 6+ months of Account Resolution, customer contact, Customer Service, or Sales environment experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education



Desired Qualifications:

* Ability to work effectively in structured but flexible, adaptable and changing call center environment


* Strong telephone etiquette skills


* Bilingual speaking, reading, and writing proficiency in Spanish/English


* Excellent verbal, written and interpersonal communication skills


* Ability to negotiate, influence, and collaborate to build successful relationships


* Customer service focus with the ability to listen to customer needs and recommend solutions


* Ability to navigate multiple computer systems, applications, and utilize search tools to find information


* Good analytical skills with high attention to detail and accuracy


* Solid conflict management and decision making skills


* Ability to work effectively in a team environment


* Ability to manage to production goals, deadlines, and various metrics


* Intermediate Microsoft Office skills



Job Expectations:

* This position is not eligible for Visa sponsorship


* Ability to work nights, weekends, and/or holidays as needed or scheduled


* Must be able to work any hours during the hours of operation


* Must work on-site at the location posted below


* Must be able to attend full duration of required training period


* Schedule: Working schedule will be within the operating hours of 7am-10pm Monday-Thursday; 7am-7pm Friday; and will include rotating Saturday's 7am-4:30pm.


* Training: 6 weeks classroom environment. Actual work schedule will be provided in week 5 or 6 of training.



Location:

* This onsite position is located at 6061 North State Highway 161, Irving, Texas.



Posting End Date:

18 Dec 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.

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.

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