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Account Resolution Representative Cards - Bilingual

About this role:

Wells Fargo is seeking an Account Resolution Representative - Bilingual for Credit Card Collections. Learn more about our career areas and lines of business at wellsfargojobs.com


In this role, you will:

  • Support Account Resolution functional area as an experienced Account Resolution Specialist by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems, and apply this knowledge when communicating with delinquent customers
  • Seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances
  • Perform moderately complex customer support tasks when evaluating customers situation to provide relevant solutions
  • Refer more complex issues to a more experienced Account Resolution Specialist
  • Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
  • Interact with immediate team and Account Resolution functional area on wider range of information, as well as internal and external customers


Required Qualifications, US:

  • 2+ 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
  • Bilingual speaking and reading proficiency in Spanish/English


Desired Qualifications:

  • Ability to manage to production goals, deadlines, and various metrics
  • Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
  • Intermediate Microsoft Office skills
  • Ability to negotiate, influence, and collaborate to build successful relationships
  • Ability to work effectively in a team environment
  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment
  • Customer service focus with the ability to listen to customer needs and recommend solutions
  • Excellent verbal, written, and interpersonal communication skills
  • Good analytical skills with high attention to detail and accuracy
  • Solid conflict management and decision making skills
  • Strong telephone etiquette skills


Job Expectations:

  • Must be able to attend full duration of required training period
  • Ability to work nights, weekends, and/or holidays as needed or scheduled
  • Must take and pass required Spanish language assessment
  • This position is not eligible for Visa sponsorship.

Compensation:

  • $24.40

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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 want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience. 

Line of Business: Credit Card Collections

Expected Start Date: 03/25/2024

Location: 5201 W Amelia Earhart Dr, Salt Lake City, UT 84116

  • Candidate must reside within a reasonable commute to the address listed in the posting
  • Relocation assistance is not available for this position.
  • This position offers a hybrid work schedule

Hours/Training/Assessment: 

Schedule may be eligible for a shift differential of 15%under the terms of the shift differential policy.

Position may be eligible for a 5% language differential under the terms of the language differential policy.

Flexible to work any hours during department’s hours of operation.  Department hours of operation are: 5:00am-9:00pm. Hours/Days may change due to business needs and could include working at least one weekend day and scheduled holidays to support the business needs.

Training: Training class is scheduled to start on Monday 03/25/2024 and the training hours are Monday-Friday 8:00a- 4:30p MST. You are required to attend the full duration of this paid 6 weeks of training. You will receive in-depth classroom training, continued on-the-job training, and coaching.

Testing: A pre-employment assessment is required for this position.  After submitting your application, please monitor your email for future communications.  

Benefits: Information about Wells Fargo's US employee benefits

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.

GREAT CAREER ADVANCEMENT OPPORTUNITIES!!!

You will have opportunities to participate in programs established to help you achieve your career and development goals.

  • Progressive Career Path: Associate account resolution representatives, Account resolution representatives, Senior Account Resolution Representative, Lead Account Resolution Representative, & Accounts Resolution Associate Manager.
  • Salary - Highly Competitive Salary! Some schedules offer a 15% shift differential, based on hours worked after 4 pm. 
  • Benefit packages include Medical, Dental and Vision Plans for team member and family!
  • 401k – up to 6% company match! 
  • New Team members may be eligible to receive up to 30 paid days off annually, to include 11 bank holidays and 2 personal holidays. 
  • Tuition Reimbursement Opportunity

Posting End Date: 

27 Feb 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.


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