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Wells Fargo Senior Account Resolution Representative- Retail Recovery Collections United States, Iowa, West Des Moines 583648755
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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.
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
Required Qualifications:
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
Desired Qualifications:
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
800 S Jordan Creek Pkwy
WEST DES MOINES, IA 50266
Job Expectations:
Monday - Friday 8:00-5:00 PM, with one weeknight (TBD) from 11:00 AM - 8:00 PM
Wells Fargo Recruitment and Hiring Requirements:
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
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