Associate Account Resolution Representative, Early-Stage Auto - Night Shift

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 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 8am – 5pm
• You will be expected to attend the complete duration of training
• The hybrid work schedule will not apply during training

Work Schedule:

• Hours will be Monday-Thursday 11am to 8pm , Friday 10am-7pm and every other Saturday 7am-330pm.  
• 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.  The role will work alternating Saturdays
• Hours will adjust bi-annually, based on Daylight Savings 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: 

• 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 
• 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 req