Research/Remediation Representative 3

Job Description

Wells Fargo’s Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision – and design every product and service – with our customers in mind.

It starts with you. We must attract, develop, retain and motivate the most talented people – those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The CLG team includes Home Lending, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses and other key partners.

Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, direct auto, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts.

Responsibilities include:

  • Thoroughly read and analyze each correspondence to identify request received
  • Performs research to determine appropriate course of action, conducting investigative steps to fully identify the issues
  • Responds to and researches and resolves inquiries requiring special handling
  • Thoroughly locate account information and follow procedural steps for tracking and assigning complaints, communication preferences and debt validations
  • Partners closely with other LOBs to determine ownership of correspondences
  • Manage case creation and distribution with strong attention to detail and accuracy within department SLA
  • Mitigates high risk process handling of Cease & Desist requests by ensuring all collections efforts are suppressed by department SLA
  • Works closely with management and compliance to provide remediation assistance on identified inaccuracies and “raise hand” for any identified root cause origins
  • Assist with various projects to review/refine procedures
  • Ensure all case handling is properly documented
  • May assist manager/team lead in leading project initiatives from design stage to implementation stage
  • Duties may also include: assist in training, account maintenance, report generation, project work and work direction

Required Qualifications

  • 2+ years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution

Desired Qualifications

  • Basic Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications

  • Exceptional analytical skills with high attention to detail and accuracy
  • Ability to manage to production goals, deadlines, and various metrics
  • Ability to take initiative and work independently with minimal supervision in a structured environment
  • Ability to identify and assess issues then makes sound decisions
  • Prior experience with Cards, Retail, Dillard’s, EFS and PL&L accounts
  • Prior leadership experience including coaching, training, and mentoring

Street Address

OR-Beaverton: 18700 Nw Walker Rd – Beaverton, OR


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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