Associate Account Resolution Representative - Credit Card Collections - Bilingual (Spanish/English

About this role:

Wells Fargo is seeking an Associate Account Resolution Representative – Bilingual (Spanish/English) in Credit Card Collections in West Des Moines, IA. This team is part of our Unsecured Lending Operations, empowering millions of customers to achieve their dreams every day. Find out why we’re the #1 financial services company to grow YOUR career. Learn more about the career areas and business divisions at www.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, or customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Bilingual speaking, listening and reading proficiency in both Spanish and English.

Desired Qualifications:

• Customer service focus with the ability to listen to customer needs and recommend solutions.
• Ability to negotiate, influence, and collaborate to build successful relationships.
• Ability to manage to production goals, deadlines, and various metrics.
• Skilled in navigating multiple computer systems and utilizing search tools to find information.
• Capable to work effectively in structured but flexible, adaptable and changing, call center environment.
• Excellent verbal, written, and interpersonal communication skills.
• Good analytical skills with high attention to detail and accuracy.
• Solid conflict management and decision-making skills.

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Job Expectations:

• Start date: September 21st
• Must be able to attend full duration of required training period
• Flexible to work any schedule during hours of operation, which are Monday – Friday, 7:00 am – 9:00 pm, Saturday, 7:00 am – 4:00 pm and Sunday, 7:00 am – 4:00 pm. 
• Your regular work schedule will be based on business needs and will include working a weekend day and some holidays.
• Must be able to attend the full duration of required training period without interruptions.
• Ability to work additional hours as needed
• Must work on-site at the location posted
• This position is not eligible for Visa Sponsorship
• Must complete and pass required language assessment

Training Schedule:

• Classroom training will be for 6 weeks, Monday – Friday, 8:00 am – 4:30 pm. 
• Work schedule after classroom training will be provided prior to start date.

Job Location:

• 800 S Jordan Creek Parkway, West Des Moines, IA 50266

Posting End Date: 

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.