Senior Account Resolution Representative - Auto Operations at Wells Fargo

Irving, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

0.0

Posted On

20 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Account Resolution, Customer Contact, Customer Service, Sales, Negotiation, Collaboration, Analytical Thinking, Attention to Detail, Bilingual, Collections, Communication, Problem Solving, Flexibility, Influencing, Risk Identification, Process Improvement

Industry

Financial Services

Description

Why Wells Fargo: Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. When it comes to employees’ financial health, we offer competitive salaries and a generous benefits package About this role: Wells Fargo is seeking a Senior Account Resolution Representative in Auto Consumer Contact Collections. Learn more about career areas and lines of business at wellsfargojobs.com. In this role, you will: Contact customers to understand the reasons behind delinquent auto loan payments and secure payment commitments for non-routine accounts Work a combination of in- and out-bound manual and dialer calls using the most appropriate tools and procedures Support less experienced team members by coordinating and monitoring daily activities to enhance overall team performance Provide feedback and suggest improvements to processes and tools within the Account Resolution function Serve as a subject matter expert, offering guidance on policies and procedures to less experienced Account Resolution staff Collaborate with team members, managers, and senior business leaders on a wide range of Account Resolution topics Ensure compliance with all applicable policies, procedures, and federal, state, local, and company regulations Identify opportunities to improve work processes and recommend enhancements to boost team effectiveness Proactively identify risks in team policies and procedures and propose mitigation strategies Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States. 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: Experience in a call center environment Background in collections, post-collections, and charge-off processes Knowledge of skip tracing techniques and tools Proven ability to meet production goals, deadlines, and performance metrics Strong negotiation, influencing, and collaboration skills to build effective relationships Excellent customer service skills, with the ability to actively listen, gather information efficiently, and resolve complex issues Ability to thrive in a team-oriented environment Flexibility to work effectively in a structured yet changing call center setting Customer-focused mindset with the ability to identify needs and recommend appropriate solutions Strong verbal, written, and interpersonal communication skills Familiarity with collections or first payment default loss mitigation strategies High level of analytical thinking with strong attention to detail and accuracy Bilingual speaking, reading, and writing proficiency in Spanish/English Job Expectations: This position is not eligible for Visa sponsorship Must work on-site at the location listed This position may offer a hybrid work schedule Ability to work additional hours as needed Relocation assistance is not available for this position Must be available to attend the full duration of required training period Flexibility to adjust hours, as requested, based on business need Position Location: 401 Las Colinas Blvd W – Bldg A – Irving, Texas 75039 Posting End Date: 30 Dec 2025 *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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 34 on Fortune’s 2024 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.

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Responsibilities

The Senior Account Resolution Representative will contact customers to understand reasons behind delinquent auto loan payments and secure payment commitments. They will also support less experienced team members and collaborate with various stakeholders on Account Resolution topics.