Senior Account Resolution Representative

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Senior Account Resolution Representative in Retail Recovery Collections. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support performance of less experienced individuals and overall effectiveness of Account Resolution team by coordinating and monitoring daily activities
• Provide feedback and present ideas for improving or implementing processes and tools within Account Resolution functional area
• Perform complex transactional tasks, such as contacting customers to determine reason for payment delinquency and obtaining payment commitment by placing outbound calls which are no routine and require deviation from standard screens, scripts, and procedures
• Provide subject matter expertise and interpretation of policies and procedures to less experienced Account Resolution individuals
• Interact with immediate Account Resolution team, managers, and senior business leaders on wide range of Account Resolution related topics, as well as external customers

• 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

• Strong analytical skills with high attention to detail and accuracy
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Experience managing a pipeline of work from assignment to completion
• Ability to manage to production goals, deadlines, and various metrics
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Recovery experience
• Knowledge and understanding of FDR (First Data Resources)
• Exposure to Wells Fargo eCaR (Enterprise Collections and Recovery) system

• Hybrid, training will be done onsite w/peers