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Account Resolution Specialist 1

Apply now Job ID 5498839
Job Description

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 Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams.  We’ve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

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.

Hours/Schedule: Tuesday - Saturday 8:00am - 5:00pm.
Flexible to work any hours during department’s hours of operation.  Department hours of operation are:  Monday - Friday from 8:00am - 8:00pm and Saturday from 8:00am - 5:00pm.  Hours/Days may change due to business needs.

Expected Start Date or Expected Training Class to begin: September 19, 2019
Training schedule:  8:00am - 5:00pm Monday - Friday for 4 weeks


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: Account Resolution Specialist 2, Account Resolution Specialist 3, Account Resolution Specialist 4, Account Resolution Team Lead, Account Resolution Team 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 10 bank holidays and 2 personal holidays. 
  • SHARE Team Member Referral Program - Refer an external candidate that turns into a full-time team member (30 or more hours) to receive a $1000 referral bonus!!
  • Tuition Reimbursement Opportunity!

A PRE-EMPLOYMENT ASSESSMENT IS REQUIRED FOR THIS POSITION. AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS.

Once your application is received, Wells Fargo will make initial contact with you via e-mail. Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile. If your contact information has changed, please update prior to applying to this position.
 
 



Required Qualifications

  • 1+ year of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment; or an AA/AS degree or higher; or 2+ years of military service



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
  • Mortgage industry experience
  • Exposure to Wells Fargo MSP (Mortgage Servicing Platform) application



Job Expectations

  • Ability to work nights, weekends, and/or holidays as needed or scheduled
  • Must be able to attend full duration of required training period
  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.



Street Address

FL-Jacksonville: 3563 Philips Hwy - Jacksonville, FL



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.

Apply now