Account Resolution Specialist 3 (Pre Charge Off Skip Tracing)
- Chandler, AZ
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 want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.
Our Wells Fargo Auto team offers integrated financial services solutions designed primarily for the auto dealer community, providing financing and related services to both dealers and consumers nationwide. Senior level role responsible for providing quality customer experience while working to collect and negotiate terms of repayment on non-routine complex/specialized outstanding account balances. Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls utilizing an autodialer or direct dial system to initiate customer contact and determine reason for delinquency and to obtain payment commitment. Provides exceptional service while being empathetic when evaluating unique customers situation to provide relevant solutions. Makes decisions about acceptance/return of partial payments. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Handles most complex escalated collection inquiries and issues. May assist with compiling statistical reports and other special projects.
Job responsibilities may include:
•Partner with the customer to help determine the reason for their account delinquency and evaluate the customer's financial situation; negotiate for full payment or create terms for repayment
•Consistently learn and apply operational policies and State & Federal regulations governing collection practices
•Have structured workdays with all your calls monitored for quality and accuracy; demonstrate strong organizational and time management skills, in order to achieve department productivity metrics
Flexible to work any hours during department's hours of operation.
Department hours are: Monday - Thursday (5 am - 9 pm), Friday (5 am - 8 pm), and Saturday (5 am - 4:30 pm). Hours/Days may change due to business needs.
Training Class/Hours: Training could be up to three weeks, Monday - Friday, 8 am - 5 pm.
- 3+ years of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience including 1+ year of collections experience
- Bilingual speaking proficiency in Spanish/English
Other Desired Qualifications
•Intermediate Microsoft Office skills
•Strong analytical skills with high attention to detail and accuracy
•Excellent verbal, written, and interpersonal communication skills
•Ability to interact with all levels of an organization
•Knowledge and understanding of skip tracing
•Knowledge and understanding of collections or loss mitigation workout
•Ability to work effectively, as well as independently, in a team environment
•Strong attention to detail and accuracy skills
•Ability to negotiate, influence, and collaborate to build successful relationships
•Knowledge and understanding of auto loan collections
•Knowledge and understanding of banking or financial services industry
•Ability to provide strong customer service while actively listening and responding in an appropriate manner
AZ-Chandler: 2501 S Price Rd - Chandler, AZ
All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
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