Wells Fargo Loan Servicing Representative – Asset Recovery Chandler 

United States, Arizona, Chandler 

633436720

About this role:

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

• Vendor Support Invoicing
• Impound Support
• Repossession Administration
• Redemptions and Reinstatement
• Fee Approvals
• Legal Notices

In this role, you will:

• Perform moderately complex administrative, transactional, operational, and/or customer support functions
• Support a variety of loan servicing tasks, which may include reviewing loan origination documents, manual invoices, researching and responding to inquiries, and verifying military relief status
• Independently utilize multiple systems and reference Policies & Procedures to determine next steps
• Identify opportunities to improve loan servicing process within established procedures and recommend solutions
• Provide excellent customer service at all points of contact
• Ensure accuracy with all daily work and manage a pipeline of work to ensure service level agreements (SLAs) are met
• Receive direction from leadership and escalate questions or issues to more experienced individuals as needed
• Use relevant information and independent judgment to ensure compliance with all federal, state, client, and company policies, procedures, and regulations
• Provide guidance to less experienced peers
• Interact, negotiate, and/or communicate effectively by phone and/or email with customers, impound lots, city courts, other governmental agencies, auto auction vendors, insurers, other third-party vendors, cross-business units, and/or customers
• May review reporting for accuracy and follow up as needed
• React quickly and effectively to written or phone escalations from business partners and customers, ensuring the interests of the company are protected
• Regularly adapt to changes in processes and procedures
• May handle inbound and/or outbound calls

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
• Hours may adjust bi-annually, based on Daylight Savings Time
• 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 auto policies and procedures
• Prior experience in default operations
• Ability to negotiate, influence, collaborate, and facilitate issue resolution with both internal and external parties
• Ability to communicate confidentially and professionally with all levels, both within the line of business and with external business partners, utilizing strong telephone etiquette
• Customer Service focus with the ability to listen to customer needs and recommend solutions
• Customer service experience in a call center environment
• Ability to proactively navigate multiple computer systems, applications, and utilize search tools to find information
• Experience independently researching moderately complex issues to determine a course of action
• Proven analytical skills to identify and resolve problems
• Ability to manage a high-volume pipeline of work from assignment to completion
• Strong organizational, multi-tasking, time management, and prioritizing skills
• Ability to meet deadlines/service level agreements (SLAs), achieve goals, and work under pressure in a dynamic and complex environment
• Intermediate Microsoft Office skills
• Ability to adapt to working a variety of tasks in a fast-paced, team environment with excellent attention to detail and quality standards with a sharp focus on eliminating errors
• Systems experience including CARs, iTop, iRepo, Auto IMS, ICMP, Workflow or the equivalent
• Knowledge and understanding of risk and compliance
• 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 may offer 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

Position Location:

• 2501 / 2601 S Price Road – Chandler, Arizona 85286

Wells Fargo Recruitment and Hiring Requirements:

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