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Lead Account Resolution Representative

  • Operations
  • Full time
  • R-334473

About this role:

Wells Fargo is seeking a Lead Account Resolution Representative which covers jobs responsible for providing quality customer experience while working to collect and negotiate terms of repayment on complex outstanding account balances.

In this role, you will:

  • Support performance and overall effectiveness of Account Resolution team by coordinating and monitoring daily activities, as well as cross group administrative operations
  • Provide feedback and present ideas for improving or implementing processes and tools within Account Resolution functional area
  • Perform or guide others on complex tasks or initiatives that require planning, evaluation, and interpretation
  • Provide assistance and training on policies as well as procedures to less experienced individuals
  • Independently prioritize work and provide day to day leadership and mentorship to team
  • Lead or contribute to implementation of new or revised Account Resolution processes and procedures that require coordination among multiple teams
  • Provide guidance and subject matter expertise to immediate Account Resolution team and relevant functional area on wide range of Account Resolution related topics to resolve complex escalated inquiries and issues

Required Qualifications:

  • 6+ 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, education

Desired Qualifications:

  • At least 6 years of BPO experience
  • At least 2nd year completed of Tertiary education

Job Expectations:

  • Must be willing to work in graveyard shift, shifting schedules, holidays and/or weekends
  • Must be willing to work in McKinley, Taguig

Posting End Date: 

28 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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