Boots to Banking - Associate Account Resolution Representative, Early Stage Auto

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
• 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 of