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Senior Account Resolution Representative

  • Operations
  • Full time
  • R-382164

About this role:

Wells Fargo is seeking Senior Account Resolution Representatives in Consumer Lending Operations providing coverage for Auto Operations. Learn more about our career areas and business divisions at wellsfargojobs.com.

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:

  • Collections or recovery experience
  • Auto finance industry experience including 1 or a combination of the following: collections, operations, sales, and/or credit
  • Call center experience
  • Knowledge and understanding of auto loan collections 
  • Knowledge and understanding of skip tracing 
  • Ability to provide strong customer service while actively listening and responding in an appropriate manner
  • Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
  • Strong analytical skills with high attention to detail and accuracy
  • Strong risk management and compliance skills
  • Strong organizational, multi-tasking, and prioritizing skills
  • Intermediate troubleshooting and problem-solving skills  
  • Ability to communicate confidentially and professionally
  • Bilingual speaking, reading, and writing proficiency in Spanish/English

Job Expectations:

  • Flexibility to work different shifts
  • Ability to work additional hours as needed
  • Willingness to work onsite at location listed
  • This position offers a hybrid work schedule


  • 7am to 4pm Mon - Fri; every other Saturday 6am to 2:30pm
  • Must be open to all hours of operation: Mon-Thu 7am - 8pm, Friday 7am - 7pm and Saturday 6am-2:30pm 


  • 2501 S Price Rd, Chandler, Arizona
  • Required location listed above. Relocation assistance is not available for this position.

This position is not eligible for Visa sponsorship.

Posting End Date: 

15 Jul 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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