Job Description

Associate Account Resolution Representative

Wells Fargo is seeking Associate Account Resolution Representatives to join our Early-Stage Auto Account Resolution team. This team is part of our Consumer Lending business. Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. Find out why we're the #1 financial services company to grow YOUR career. Apply today.

In this role you will:

• Perform routine customer support tasks when evaluating customer situations to provide relevant solutions
• Take inbound calls and make outbound calls by utilizing either an auto dialer or direct dial system to determine reason for delinquency
• Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances
• Support Account Resolution functional area by utilizing the knowledge of company products, services, policies, procedures, and Account Resolution systems
• Regularly receive direction from supervisors and escalate questions and complex issues to more senior roles
• Interact with immediate Account Resolution team on Account Resolution related information, as well as internal and external customers

Training Schedule:

• Training will last for six weeks, Monday through Friday
• You will be expected to attend the complete duration of training
• The hybrid work schedule will not apply during training

Work Schedule:

• Hybrid work schedule with alternate weeks in-office
• Department hours are Monday Thursday from 7 AM 9 PM, Friday from 7 AM to 7 PM, and Saturday from 7 AM to 4:30 PM central time
• Specific work hours will be assigned prior to the end of training
• Shift pay differential may apply

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:

• Military experience researching and assessing questions, process, and procedures to make recommendations on solutions.
• Military experience with tracking information in multiple computer systems with high level of accuracy.
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers.
• Call center customer service experience in the financial services industry
• Knowledge and understanding of auto operations or account management
• Ability to navigate multiple computer system windows, applications and utilize search tools to find information
• Ability to execute in a fast paced, high demand, metric driven call center environment
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
• Experience managing to production goals, deadlines, and various metrics
• Ability to follow policies and procedures, as well as federal, state, and company regulations
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Military experience resolving complex issues via written or verbal communication, including but not limited to: supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• Bilingual speaking, reading, and writing proficiency in Spanish/English is a plus

Job Expectations:

• Must work on-site at the location posted
• This position is not eligible for Visa sponsorship
• Must be able to attend full duration of required training period
• This position offers a hybrid work schedule
• Flexibility to adjust hours, as requested, 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
• Relocation assistance is not available for this position

Posting Location:

• 6051/6061 N State Hwy 161 Irving, Texas 75038
• New site location: 401 W Las Colinas Blvd Irving, Texas 75039. Move expected within 2025, additional details will be provided

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.

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

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.

Wells Fargo

Job Tags

Work experience placement, Work at office, Immediate start, Relocation package, Shift work, Saturday, Monday to Friday,

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