Account Resolution Representative, Auto Division – Irving, Texas

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 Account Resolution Representatives to join our 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. 

Openings:

Available openings may be in one or more of the following areas within our Account Resolution team. Specific details will be discussed during the interview process.

• Early-Stage
• Mid-Stage
• Late-Stage
• Customer Assistance Team (CAT)
• Loss Prevention
• Loss Recovery
• Late-Stage Compliance
• Early Payment Default (EPD)

In this role you will: 

• Perform moderately complex 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​
• Proactively seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances​ 
• Support Account Resolution functional area as an experienced Account Resolution Representative by utilizing advanced knowledge of company products, services, policies, procedures, and account resolution systems​ 
• Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
• Interact with immediate team and Account Resolution functional area, as well as internal and external customers 

Training Schedule:

• Length of training may vary
• Training will be Monday through Friday
• 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: 

• 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 

Desired Qualifications: 

• Collections or recovery experience
• Experience working within an auto operations or account management environment
• Experience executing effectively in a fast paced, high demand, metric driven call center environment 
• Call center customer service experience in the financial services industry  
• Experience working with the following systems: CARS, Enterprise Complaints Management Portal (ECMP), iTop
• Customer service focus with the ability to listen to customer needs, recommend solutions, while utilizing conflict management, negotiation, and decision-making skills to influence and build successful relationships 
• Knowledge and understanding of skip tracing

• Ability to navigate multiple computer system windows, applications and utilize search tools to find information 
• Ability to follow policies and procedures, as well as federal, state, and company regulations
• Ability to exercise strong analytical skills and independent judgment to identify and resolve problems and mitigate risk
• 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 
• Proven ability to manage to production goals, deadlines, and various metrics 
• 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