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: