Senior Account Resolution Representative

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities, you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Senior Account Resolution Representative in Retail Recovery Collections. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support performance of less experienced individuals and overall effectiveness of Account Resolution team by coordinating and monitoring daily activities

• Provide feedback and present ideas for improving or implementing processes and tools within Account Resolution functional area

• Perform complex transactional tasks, such as contacting customers to determine reason for payment delinquency and obtaining payment commitment by placing outbound calls which are no routine and require deviation from standard screens, scripts, and procedures

• Provide subject matter expertise and interpretation of policies and procedures to less experienced Account Resolution individuals

• Interact with immediate Account Resolution team, managers, and senior business leaders on wide range of Account Resolution related topics, as well as external customers

Required Qualifications:

• 4 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:

• Strong analytical skills with high attention to detail and accuracy

• Ability to take initiative and work independently with minimal supervision in a structured environment

• Experience managing a pipeline of work from assignment to completion

• Ability to manage to production goals, deadlines, and various metrics

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

• Ability to work effectively in structured but flexible, adaptable and changing, call center environment

• Recovery experience

• Knowledge and understanding of FDR (First Data Resources)

• Exposure to Wells Fargo eCaR (Enterprise Collections and Recovery) system

Job Expectations:

• Hybrid, training will be done onsite w/peers

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.