About this role: Wells Fargo is seeking Associate Account Resolution Representatives to join our Auto Account Resolution team in Chandler, Arizona. This team is part of our Consumer Lending business, focused on early-stage accounts.
Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. Find out why we're the #1 financial services company to grow YOUR career. Apply today.
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 todetermine 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 senior roles
- Interact with immediate Account Resolution team on Account Resolution related information, as well as internal and external customers
Training Schedule:- Anticipated start date in mid-January
- Training hours are Monday through Friday, from 8:00 AM to 5:00 PM
- Training is expected to be 4 weeks, but may vary
- The hybrid work schedule will not apply during training
Work Schedule:- Monday through Thursday, from 12:00 PM to 9:00 PM
- Friday from 11:00 AM to 8:00 PM
- Every other Saturday, from 8:00 AM to 4:30 PM
- Hours will adjust bi-annually, based on Daylight Savings Time
- Shift pay differential may apply
Required Qualifications: - 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: - Call center customer service experience in the financial services industry
- Prior work exposure within auto operations
- Customer service focus with the ability to listen to customer needs, recommend solutions, while utilizing conflict management, negotiation, and decision-making skills to influence and build successful relationships
- Ability to navigate multiple computer system windows, applications and utilize search tools to find information
- Ability to execute in a fast paced, high demand, metric driven call center environment
- Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
- Experience demonstrating the ability to manage to production goals, deadlines, and various metrics
- Military experience resolving complex issues via written or verbal communication, including but not limited to: supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
- Bilingual speaking, reading, and writing proficiency in Spanish/English is a plus
Job Expectations: - Must work on-site at the location posted
- This position is not eligible for Visa sponsorship
- Must be able to attend full duration of required training period
- This position offers a hybrid work schedule
- Flexibility to adjust hours, as needed, based on business need
- Ability to work additional hours as needed
- Schedule may be eligible for a shift differential under the terms of the shift differential policy
- Your work schedule may include working some holidays upon request
Posting Location: - 2501 South Price Road - Chandler, Arizona 85286
Posting End Date: 9 Dec 2024
*Job posting may come down early due to volume of applicants. We Value DiversityAt 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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
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.
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