About this role:

Wells Fargo is seeking an Associate Account Resolution Representative Bilingual Spanish Required in Collections and Servicing as part of Consumer Lending. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support Account Resolution functional area as an entry level Account Resolution Specialist by utilizing the knowledge of company products, services, policies, procedures, and Account Resolution systems
• Apply knowledge when communicating with delinquent customers
• Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances
• 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
• Receive direction from supervisors, and escalate questions and complex issues to Account Resolution individuals
• Interact with immediate Account Resolution team on basic Account Resolution related information, as well as internal and external customers

Required Qualifications, US:

• 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:

• Fluent Bilingual Spanish speaking and listening skills.
• 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:

• Training: Training class is scheduled to start on May 13, 2024, the training days are Monday - Friday 8:00-4:30 CST. You are required to attend the full duration of this paid 6 weeks of training and no absences will be allowed during this first six weeks. You will receive onsite in-depth classroom training, continued on-the-job training, and coaching.
• Work Schedule after Training: Monday-Thursday 11:00-8:00 CST; Friday 10:00-7:00 CST, Tuesday-Friday 7:00-4:00 CST; Saturday 7:00-3:30 CST, or Tuesday- Friday 9-6 CST; Saturday 8-4:30 CST. You must have the flexibility to work any scheduled hours during those times and those hours could include days/evenings/weekend/holidays. Schedules could change as business needs change.
• This position is eligible for a 5% language differential upon completion of a language assessment.
•  A pre-employment assessment is required for this position. After submitting your application, please monitor your email for future communications.
• Some schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

Posting End Date: 

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

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.