Senior Account Resolution Representative

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About this role:

Wells Fargo is seeking a Senior Account Resolution Representative in Consumer Lending as part of Auto Customer Contact and Collections. Learn more about the career areas and lines of business at wellsfargojobs.com

In this role, you will:

• Support performance of less experienced individuals and overall effectiveness of Account Resolution team by coordinating and monitoring daily activities
• Provide feedback and present ideas for improving or implementing processes and tools within Account Resolution functional area
• Perform complex transactional tasks, such as contacting customers to determine reason for payment delinquency and obtaining payment commitment by placing outbound calls which are no routine and require deviation from standard screens, scripts, and procedures
• Provide subject matter expertise and interpretation of policies and procedures to less experienced Account Resolution individuals
• Interact with immediate Account Resolution team, managers, and senior business leaders on wide range of Account Resolution related topics, as well as external customers

Training Schedule:

• Anticipated start date in late
• Training hours are Monday through Friday, from 8:00 AM to 5:00 PM
• Training is expected to be 4 - 6 weeks
• The hybrid work schedule will not apply during training

Work Schedule:

• Monday - Friday from 7AM - 5PM
• Hybrid work schedule
• Shift pay differential may apply

Required Qualifications:

• 4 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

Desired Qualifications:

• Call center experience
• Collections, Post Collections/charge off experience
• Knowledge and understanding of skip tracing
• Ability to manage to production goals, deadlines, and various metrics
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• 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
• Good verbal, written, and interpersonal communication skills
• Knowledge and understanding of collections or first payment default loss mitigation
• Strong analytical skills with high attention to detail and accuracy
• Bilingual speaking, reading, and writing proficiency in Spanish/English

Job Expectations:

• Ability to work nights, weekends, and/or holidays as needed or scheduled
• This position is not eligible for Visa sponsorship
• Must be able to attend full duration of required training period, Monday- Friday 8AM-5PM, onsite at posted location.
• Must work on-site at the location posted 
• Must be available to work during all hours of operation: Monday - Friday from 7AM - 5PM
• This position offers a hybrid work schedule, 1 week in-office, 1 week remote.
• Flexibility to adjust hours, as needed, based on business need
• Ability to work additional hours as needed   
• Schedule may be eligible for a shift differential under the terms of the shift differential policy 
• Your work schedule may include working some holidays upon request

Posting Location: 

• 6061 N State Hwy 161 – Irving, Texas 75038

Required location listed above. Relocation assistance is not available for this position

Location: 6061 N State Hwy 161, Irving, TX 75038-2242

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.