Account Resolution Representative

at  Wells Fargo

APPLICANTS WITH DISABILITIES

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

Required Qualifications, US:

• 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, educatio

Required Qualifications, International:

• Experience in Account Resolution, customer contact, Customer Service, Sales environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educatio

Desired Qualifications:

• Customer service focus with the ability to listen to customer needs and recommend solutions
• Knowledge and understanding of problem loan resolution and workout situations
• Solid negotiation skills
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to develop partnerships and collaborate with other business and functional areas
• Strong attention to detail and accuracy skills
• 1+ year of technical documentation and publication experience
• Knowledge and understanding of skip tracing
• Dialer phone system experience
• Exposure to Hogan, FDR, SVP, and Wells Fargo eCaR (Enterprise Collections and Recovery) syste

Wells Fargo Small Business Collections is seeking an Account Resolution Representative, reporting to our Chandler, AZ and Black Canyon HWY, AZ location. As an Account Resolution Representative, you will be responsible for providing quality customer experience while working to collect and negotiate terms of repayment on complex outstanding account balances.

In this role, you will:

• Support Account Resolution functional area as an experienced Account Resolution Specialist by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems, and apply this knowledge when communicating with delinquent customers
• Seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances
• Perform moderately complex customer support tasks when evaluating customers situation to provide relevant solutions
• Refer more complex issues to a more experienced Account Resolution Specialist
• Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
• Interact with immediate team and Account Resolution functional area on wider range of information, as well as internal and external customers

Required Qualifications, US:

• 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

Required Qualifications, International:

• Experience in Account Resolution, customer contact, Customer Service, Sales environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Customer service focus with the ability to listen to customer needs and recommend solutions
• Knowledge and understanding of problem loan resolution and workout situations
• Solid negotiation skills
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to develop partnerships and collaborate with other business and functional areas
• Strong attention to detail and accuracy skills
• 1+ year of technical documentation and publication experience
• Knowledge and understanding of skip tracing
• Dialer phone system experience
• Exposure to Hogan, FDR, SVP, and Wells Fargo eCaR (Enterprise Collections and Recovery) system

Job Expectations:

• Required Schedule of Monday - Friday 8:30 AM - 5:00 PM
• Hybrid Schedule rotating 1 week in office, 1 week remote