Associate Account Resolution Representative Cards - Bilingual

About this role:

Wells Fargo is seeking an Associate Account Resolution Representative - Bilingual for Credit Card Collections. Learn more about our career areas and lines of business at wellsfargojobs.com

In this role, you will:

• Perform routine transactional tasks, such as taking inbound calls and making 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 basic Account Resolution related information, as well as internal and external customers

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
• Bilingual speaking and reading proficiency in Spanish/English

Desired Qualifications:

• Ability to manage to production goals, deadlines, and various metrics
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Ability to negotiate, influence, and collaborate to build successful relationships
• 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
• Excellent verbal, written, and interpersonal communication skills
• Good analytical skills with high attention to detail and accuracy
• Intermediate Microsoft Office skills
• Solid conflict management and decision-making skills
• Strong telephone etiquette skills

Job Expectations:

• Must be able to attend full duration of required training period
• Ability to work nights, weekends, and/or holidays as needed or scheduled
• Must take and pass required Spanish language assessment
• This position is not eligible for Visa sponsorship.

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Compensation:

• $22.75 per hour

Available Shifts (after training):  

• Tues - Sat schedules (MST): Tues - Thurs 12:30p - 9p // Fridays 9:30a - 6p //Sat 8:00a - 4:30p
• Sun - Thurs schedules (MST): Sunday 8:00a - 4:30p // Mon - Thurs 12:30p - 9p

Line of Business: Credit Card Collections

Expected Start Date: 03/17/2025

Location: 5201 W Amelia Earhart Dr, Salt Lake City, UT 84116

• Candidate must reside within a reasonable commute to the address listed in the posting
• Relocation assistance is not available for this position.
• This position offers a hybrid work schedule after successful completion of training requirements

Hours/Training/Assessment: 

Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

Position may be eligible for a 5% language differential under the terms of the language differential policy.

Flexible to work any hours during department’s hours of operation. Department hours of operation are: 6:00am - 9:00pm. Hours/Days may change due to business needs and could include working at least one weekend day and scheduled holidays to support the business needs.

Training: Training class is scheduled to start on Monday, March 17th, 2025. The training hours are Monday - Friday 8am - 4:30pm MST. You are required to attend the full duration of this paid 6 weeks of training. You will receive in-depth classroom training, continued on-the-job training, and coaching.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

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