Account Resolution Representative Cards - Bilingual

About this role:

Wells Fargo is seeking an 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 moderately complex customer support tasks when evaluating customer situations to provide relevant solutions
• Proactively seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances
• Support Account Resolution functional area as an experienced Account Resolution Representative by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems, and apply this knowledge when communicating with delinquent customers
• Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
• Refer more complex issues to more experienced Account Resolution Representatives
• Interact with immediate team and Account Resolution functional area on wider range of information, as well as internal and external customers

Required Qualifications:

• 2+ 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
• 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
• Intermediate Microsoft Office skills
• 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
• 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

Compensation:

•  $24.40 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,