Associate Customer Service Representative Spanish jobs at Wells Fargo in United States, Irving

About this role:

Wells Fargo is seeking Loan Servicing Representatives to join the Aftermarket and Remarketing team within our Auto Operations Group in Texas.

Available openings may be in one or more of the following areas within Aftermarket and Remarketing. Specific details will be discussed during the interview process.

• Guaranteed Asset Protection (GAP) Insurance Early Payoffs, Claims, Total Loss
• Aftermarket Servicing & Cancellations
• Letter of Guarantee
• Specialty Operations Support
• Remarketing
• Loss Recovery
• Repossession Titles

In this role, you will:

• Perform moderately complex administrative, transactional, operational, or other support tasks
• Ensure compliance with all federal, state, client, and company policies, procedures, and regulations
• Provide excellent customer service at all points of contact
• Manage a pipeline of work to ensure service level agreements (SLAs) are met
• Regularly adapt to changes in processes and procedures
• Receive direction from Loan Servicing supervisors
• Review, research, process, and respond towritten and/or phone inquiries of moderate complexity, ensuring the interests of the company are protected
• Support other teams within the line of business, assisting with other responsibilities to meet overall business needs
• Assist in the development, review, and revision of department policy and procedures
• Identify opportunities for improvement within loan servicing processes and recommend solutions
• May communicate by phone and/or email with customers, dealerships, product administrators, Departments of Motor Vehicles (DMVs), GAP administrators, insurance companies, auto auction vendors, cross-business units, and other third parties
• Provide guidance to less experienced peers
• Compile documentation and enter data into Wells Fargo systems with precision
• May review reporting for accuracy and follow up as needed
• Escalate non-routine questions to more experienced individuals
• May prepare cancellation requests and initiate workflows
• May sign documents on behalf of Wells Fargo to affirm that the information provided is true

Training Schedule:

• Length of training may vary
• Training schedule is Monday through Friday
• The hybrid work schedule may not apply during training

Work Schedule:

• Hybrid work schedule
• Department work hours will be discussed during the interview process
• Occasional overtime may be available
• Shift pay differential may apply

Required Qualifications:

• 2+ years of Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Prior experience within auto financial operations
• Financial services industry experience
• Experience in the automotive industry
• Knowledge and understanding of financial default
• Insurance industry experience
• Knowledge and understanding of auto policies and procedures
• Ability to negotiate, influence, collaborate, and facilitate issue resolution with both internal and external parties
• Strong telephone etiquette skills, including proficiency in managing both inbound and outbound calls
• Ability to communicate confidentially and professionally with all levels, both within the line of business and with external businesspartners
• Customer service focus with the ability to address and resolve moderately complex issues
• Effective critical thinking and problem-solving skills with a focus on understanding customer requests and providing detailed information
• Ability to proactively navigate multiple computer systems, applications, and utilize search tools to find information
• Experience researching moderately complex issues to determine a course of action
• Ability to exercise independent judgment to identify and resolve problems
• Proven analytical skills
• Ability to manage a high-volume pipeline of work from assignment to completion
• Strong organizational, multi-tasking, time management, and prioritizing skills
• Excellent verbal, written, and interpersonal communication skills
• Ability to work in a fast-paced, team environment with excellent attention to detail and quality standards
• Ability to accurately document account information and achieve high quality standards
• Systems experience including CARs, iTop, iRepo, Auto IMS, ICMP, Workflow or the equivalent
• Knowledge and understanding of risk and compliance
• Ability to meet deadlines/service level agreements (SLAs), achieve goals, and work under pressure in a dynamic and complex environment
• Intermediate Microsoft Office skills
• Flexibility and the abilityto embrace change with enthusiasm
• 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​

Job Expectations:

• Must work on-site at the location posted
• Must be able to attend full duration of required training period
• This position offers a hybrid work schedule
• Flexibility to adjust hours, as requested, based on business need
• Ability to work additional hours asneeded
• Relocation assistance is not available for this position
• This position is not eligible for Visa sponsorship
• Successful completion of Wells Fargo’s notary and affiant training course may be expected

Position Location:

• 6051/6061 N State Hwy 161 – Irving, Texas 75038
• New site location: 401 W Las Colinas Blvd – Irving, Texas 75039. Move expected within 2025, additional details will be provided

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

Team Leadership & Development:

• Lead, coach, and mentor a team of contact center sales associates to achieve and exceed sales targets.
• Conduct regular performance reviews, provide feedback, and create development plans.
• Foster a high-performance, customer-centric culture.

Sales Strategy & Execution:

• Implement and manage sales strategies to drive revenue growth in merchant services.
• Monitor KPIs and metrics to ensure team productivity and effectiveness.
• Collaborate with marketing, product, and operations teams to align on campaigns and initiatives.

Operational Excellence:

• Oversee daily contact center operations, ensuring adherence to compliance, quality, and service standards.
• Utilize CRM and sales tools to track performance and optimize workflows.
• Identify process improvements and implement best practices to enhance efficiency.

Customer Engagement:

• Lead or actively participate in large, cross-functional projects, collaborating with various teams to achieve project goals, and provide guidance to less experienced staff and support to foster their professional development.

Collaboration & Communication:

• Collaborate and consult effectively with peers, colleagues, external contractors, and mid-level managers to resolve issues, share knowledge, and achieve common objectives.

Compliance & Risk Management:

• Leverage a solid understanding of compliance and risk management requirements relevant to the supported area, ensuring adherence to policies and regulations.

Required Qualifications:

• 2+ years of Contact Center Sales, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of Leadership experience

Desired Qualifications:

• Merchant services experience and knowledge of merchant acquiring, POS systems, and payment gateways
• Proficiency in CRM systems (e.g., Salesforce) and contact center technologies
• Knowledge and understanding of contact center environment (phone, email, online, digital) with emphasis on customer strategies.
• Demonstrated sales experience (either in person or over the phone) and shows success in the sales area
• Leadership experience with ability to effectively manage and engage teams.
• Experience training and coaching customer-facing team members
• Reporting and analytics experience using various reporting tools.
• Knowledge and understanding of call routing and call reporting dynamics.
• Workforce management experience including: directing activities of team members, performance management, career development, coaching, mentoring, and succession planning .
• Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills

Job Expectations:

• This position is not eligible for Visa sponsorship
• Must be able to work on-site

Locations:

• Los Colinas, Texas

Required locations listed above. Relocation assistance is not available for this position.

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Manage the relationship support function for an assigned team or office

• Manage the end-to-end customer experience including onboarding

• Ensure timely completion, quality, and compliance on the team

• Perform hiring, development, and retention of individuals

• Identify opportunities for process improvement and risk control development and adhere to all policy and regulatory requirements

• Participate in the identification and maximization of growth opportunities and on-site calls with Relationship Managers

• Oversee customer due diligence operations which may include proper initiation and accuracy of loan documentation process and implementation of treasury products, adhering to all policy and regulatory requirements

• Oversee a compliance monitoring program and evaluating the results, ensuring achievement of a satisfactory rating on all audits, working with business management to resolve issues, and address deficiencies

• Complete all required assessments, exercises, training, and affirmations in accordance with Bank Policies and Audit requirements, including Business Continuity Planning

• Make decisions and resolve issues related to work allocation and daily operations with client management

• Interpret policies, procedures, and compliance requirements

• Collaborate and influence all levels of professionals including more experienced managers

• Lead team to achieve objectives

• Manage allocation of people and financial resources for Business Relationship Support

• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 2+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 1+ years of leadership experience

Desired Qualifications:

• Experience in treasury management client services, implementation, sales or product support.

• Experience supporting Commercial Banking.

Job Expectations:

• This position is not eligible for Visa sponsorship

• This position is a hybrid work model. Must be willing to work out of the Irving, TX office approximately 3 days a week

• Specific compliance policies may apply regarding outside activities and/or personalinvesting; affectedemployees will be expected to provide information to the Wells Fargo Personal Account Dealing Team and abide by applicable policy requirements if hired. Information will be shared about expectations during the recruitment process

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Provide support for a small portfolio of customers

• Work with business client managers to maintain a portfolio of accounts

• Oversee overall customer experience

• Produce loan reports and forms related to initiation of the documentation process

• Assist in financial statement analysis for non-complex relationships

• Handle customer issues and assist in decisions with business client managers

• Evaluate profitability and risk of designated portfolio

• Help with customer associated risk management

• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals

• Interact with internal customers

• Receive direction from leaders

• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Required Qualifications:

• 2+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Job Expectations:

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.

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Lead moderately complex initiatives and deliverables within Small Business Administration Sales functional area and contribute to large scale planning related to functional area deliverables
• Review and analyze moderately complex business challenges that require an in depth evaluation of multiple factors
• Resolve moderately complex issues and lead team to meet project deliverables while leveraging solid understanding of Small Business Administration Sales functional area, policies, procedures, and compliance requirements
• Collaborate and consult with Small Business Administration Sales peers, colleagues, and managers to resolve issues and achieve goals
• Lead Small Business Administration Sales projects, teams, or serve as a mentor for less experienced individuals

Required Qualifications:

• 4+ years of Small Business Administration Sales experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Small Business Administration (SBA) 7a and 504 Lending experience
• Ability to generate successful business development relationships
• Knowledge and understanding of business banking: sales or credit
• Business development experience
• Knowledge and understanding of sales prospecting and generating referrals
• Intermediate Microsoft Office skills
• Excellent verbal, written, and interpersonal communication skills
• Ability to take on a high level of responsibility, initiative, and accountability
• Strong attention to detail and accuracy skills
• A BS/BA degree or higher

Job Expectations:

• Must be able to travel up to 50% of the time
• This position is not eligible for Visa sponsorship
• This position offers a hybrid work schedule
• Specific compliance policies may apply regarding outside activities or personal investing; affected employees will be expected to provide information to the Wells Fargo Personal Account Dealing Team and abide by applicable policy requirements if hired. Information will be shared about expectations during the recruitment process

Location:

• 5000 Riverside Road, Irving, Texas 75039

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

Team Leadership & Development:

• Lead, coach, and mentor a team of contact center sales associates to achieve and exceed sales targets.
• Conduct regular performance reviews, provide feedback, and create development plans.
• Foster a high-performance, customer-centric culture.

Sales Strategy & Execution:

• Implement and manage sales strategies to drive revenue growth in merchant services.
• Monitor KPIs and metrics to ensure team productivity and effectiveness.
• Collaborate with marketing, product, and operations teams to align on campaigns and initiatives.

Operational Excellence:

• Oversee daily contact center operations, ensuring adherence to compliance, quality, and service standards.
• Utilize CRM and sales tools to track performance and optimize workflows.
• Identify process improvements and implement best practices to enhance efficiency.

Customer Engagement:

• Lead or actively participate in large, cross-functional projects, collaborating with various teams to achieve project goals, and provide guidance to less experienced staff and support to foster their professional development.

Collaboration & Communication:

• Collaborate and consult effectively with peers, colleagues, external contractors, and mid-level managers to resolve issues, share knowledge, and achieve common objectives.

Compliance & Risk Management:

• Leverage a solid understanding of compliance and risk management requirements relevant to the supported area, ensuring adherence to policies and regulations.

Required Qualifications:

• 2+ years of Contact Center Sales, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of Leadership experience

Desired Qualifications:

• Merchant services experience and knowledge of merchant acquiring, POS systems, and payment gateways
• Proficiency in CRM systems (e.g., Salesforce) and contact center technologies
• Knowledge and understanding of contact center environment (phone, email, online, digital) with emphasis on customer strategies.
• Demonstrated sales experience (either in person or over the phone) and shows success in the sales area
• Leadership experience with ability to effectively manage and engage teams.
• Experience training and coaching customer-facing team members
• Reporting and analytics experience using various reporting tools.
• Knowledge and understanding of call routing and call reporting dynamics.
• Workforce management experience including: directing activities of team members, performance management, career development, coaching, mentoring, and succession planning .
• Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills

Job Expectations:

• This position is not eligible for Visa sponsorship
• Must be able to work on-site

Locations:

• 250 E. John Carpenter Freeway - Irving, Texas 75062

Required locations listed above. Relocation assistance is not available for this position.

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.