Loan Servicing Representative – Asset Recovery – Chandler, Arizona

Why Wells Fargo: 

Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. When it comes to employees’ financial health, we offer competitive salaries and a generous benefits package.

About this role:

Wells Fargo is seeking Loan Servicing Representatives to join the Asset Recovery team within our Auto Operations Group in Arizona. 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

Learn more about the career areas and lines of business at wellsfargojobs.com.

Openings:

Available openings may be in one or more of the following areas within Asset Recovery. Specific details will be discussed during the interview process.

• Vendor Support Invoicing
• Impound Support
• Repossession Administration
• Redemptions and Reinstatement
• Fee Approvals
• Legal Notices

In this role, you will:

• Perform moderately complex administrative, transactional, operational, and/or customer support functions
• Support a variety of loan servicing tasks, which may include reviewing loan origination documents, manual invoices, researching and responding to inquiries, and verifying military relief status
• Independently utilize multiple systems and reference Policies & Procedures to determine next steps
• Identify opportunities to improve loan servicing process within established procedures and recommend solutions
• Provide excellent customer service at all points of contact
• Ensure accuracy with all daily work and manage a pipeline of work to ensure service level agreements (SLAs) are met
• Receive direction from leadership and escalate questions or issues to more experienced individuals as needed
• Use relevant information and independent judgment to ensure compliance with all federal, state, client, and company policies, procedures, and regulations
• Provide guidance to less experienced peers
• Interact, negotiate, and/or communicate effectively by phone and/or email with customers, impound lots, city courts, other governmental agencies, auto auction vendors, insurers, other third-party vendors, cross-business units, and/or customers
• May review reporting for accuracy and follow up as needed
• React quickly and effectively to written or phone escalations from business partners and customers, ensuring the interests of the company are protected
• Regularly adapt to changes in processes and procedures
• May handle inbound and/or outbound calls

Training Schedule:

• Length of training may vary
• Training schedule is Monday through Friday
• The hybrid work schedule may not apply during training

Work Schedule:

• Hybrid work schedule
• Department work hours will be discussed during the interview process
• Hours may adjust bi-annually, based on Daylight Savings Time
• Occasional overtime may be available
• Shift pay differential may apply

Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States.

Required Qualifications:

• 2+ years of Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Prior experience within auto financial operations
• Financial services industry experience
• Experience in the automotive industry

• Knowledge and understanding of auto policies and procedures
• Prior experience in default operations
• Ability to negotiate, influence, collaborate, and facilitate issue resolution with both internal and external parties
• Ability to communicate confidentially and professionally with all levels, both within the line of business and with external business partners, utilizing strong telephone etiquette
• Customer Service focus with the ability to listen to customer needs and recommend solutions