Wells Fargo Loan Servicing Representative – Auto Operations 

United States, Texas, Irving 

29593722

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.