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Account Resolution Specialist 2 - Credit Card Dept

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Job ID 5546727
Job Description

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.

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. 

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. 

Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish. 

The Account Resolution Specialist 2 is responsible for providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances. Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls utilizing an auto-dialer or direct dial system to determine reason for delinquency. Provides exceptional service while being empathetic when evaluating customers situation to provide relevant solutions. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Refers more complex issues to a higher level Account Resolution Specialists.

Job responsibilities may include:


•Partner with the customer to help determine the reason for their account delinquency and evaluate the customer's financial situation; negotiate for full payment or create terms for repayment.
•Consistently learn and apply operational policies and State & Federal regulations governing collection practices.
•Have structured workdays with all your calls monitored for quality and accuracy; demonstrate strong organizational and time management skills, in order to achieve department productivity metrics.
•Complete other duties as assigned by leadership.


$18.61 to $19.11/hour depending on experience

*Eligible to receive a 15% shift differential from the hours of 4p-9p when working the 12p-9p shift.

Start Date: 7/20/2020
Location:  Hillsboro, OR 

Schedules:  (may change due to business need) 
Tuesday- Saturday: Tue-Thu 11:00am-8:00pm, Fri  8:00am – 5:00pm, Sat 6:00am -2:30pm, off Sunday and Monday.
Sunday-Thursday: Sun 7:00am-3:30pm, Mon-Thurs 11:00am-8:00pm off Friday and Saturday.

Training: 8:00am to 4:30pm Monday - Friday (first 3 weeks) and 7:00am to 4:00pm Monday - Friday (final 3 weeks)

Learn more about Who We Are. https://www.youtube.com/watch?v=qLE_uaMLmlc&list=PL1wnNCsFZfFV



Required Qualifications

  • 2+ years of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience; or a BS/BA degree or higher



Desired Qualifications

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



Job Expectations

  • Ability to work weekends and holidays as needed or scheduled
  • Must be able to attend full duration of required training period



Disclaimer


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.



Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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