Account Resolution Representative Cards - Bilingual

About this role:

Wells Fargo is seeking an Account Resolution Representative - Bilingual for Credit Card Collections. Learn more about our career areas and lines of business at wellsfargojobs.com

In this role, you will:

• Perform moderately complex customer support tasks when evaluating customer situations to provide relevant solutions
• Proactively seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances
• Support Account Resolution functional area as an experienced Account Resolution Representative by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems, and apply this knowledge when communicating with delinquent customers
• Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
• Refer more complex issues to more experienced Account Resolution Representatives
• Interact with immediate team and Account Resolution functional area on wider range of information, as well as internal and external customers

Required Qualifications:

• 2 years 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
• Bilingual speaking and reading proficiency in Spanish/English

Desired Qualifications:

• Ability to manage to production goals, deadlines, and various metrics
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Intermediate Microsoft Office skills
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to work effectively in a team environment
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Customer service focus with the ability to listen to customer needs and recommend solutions
• Excellent verbal, written, and interpersonal communication skills Good analytical skills with high attention to detail and accuracy
• Solid conflict management and decision-making skills
• Strong telephone etiquette skills

Job Expectations:

• Must be able to attend full duration of required training period
• Ability to work nights, weekends, and/or holidays as needed or scheduled
• Must take and pass required Spanish language assessment
• This position is not eligible for Visa sponsorship

Compensation:

•  $24.40 per hour

Available Shifts (after training):

• Tues - Sat schedules (MST): Tues - Thurs 12:30p - 9p // Fridays 9:30a - 6p //Sat 8:00a - 4:30p
• Sun - Thurs schedules (MST): Sunday 8:00a - 4:30p // Mon - Thurs 12:30p - 9p

Line of Business: Credit Card Collections

Expected Start Date: 03/17/2025

Location: 5201 W Amelia Earhart Dr, Salt Lake City, UT 84116

• Candidate must reside within a reasonable commute to the address listed in the posting
• Relocation assistance is not available for this position.
• This position offers a hybrid work schedule after successful completion of training requirements

Hours/Training/Assessment: 

Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

Position may be eligible for a 5% language differential under the terms of the language differential policy.

Flexible to work any hours during department’s hours of operation. Department hours of operation are: 6:00am - 9:00pm. Hours/Days may change due to business needs and could include working at least one weekend day and scheduled holidays to support the business needs.

Training: Training class is scheduled to start on Monday, March 17th, 2025. The training hours are Monday - Friday 8am - 4:30pm MST. You are required to attend the full duration of this paid 6 weeks of training. You will receive in-depth classroom training, continued on-the-job training, and coaching.

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 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.

Salary : $24