About this role:

Wells Fargo is seeking an Associate Account Resolution Representative 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:

• 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 class is scheduled to start on May 15, 2023 and the training hours are 8:00am to 4:30pm Monday - Friday for six weeks. You are required to attend the full duration of this paid training and no absences will be allowed during the first six weeks.
• You will receive onsite in-depth classroom training, continued on-the-job training, and coaching.
• Work Schedule after Training: Schedules will be assigned that fall within the Business Operating hours of this site M-F 6am to 9pm and Sat/Sun 6am to 5pm. You must have the flexibility to work any scheduled hours during those times and those hours will include days/evenings/weekend/holidays. Schedules may change as business needs arise and will be presented during training.
• Due to the high interest in this position the application window may be shortened.
• A pre-employment assessment is required for this position. After submitting your application, please monitor your email/junk/spam for future communications.
• This position is not eligible for Visa sponsorship.
• Location: Jordan Creek Campus West Des Moines Iowa

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, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.