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ALERT - To ensure we continue to fulfill our role as a provider of vital services to the public, we are still hiring and continue to recruit top talent to Wells Fargo. However, we have adjusted our hiring practices due to the COVID-19 situation and the related social distancing guidelines. As a result, throughout your application process, you may be asked to connect with us virtually. We encourage you to check our job postings regularly for updates and additions.

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Account Resolution Spec 1

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Job ID 51006BR

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website.

Market Job Description

About Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Operations, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.

About the role

The objective of an Acct Resolution Spec 1 is to assist our customers be financially stable by providing payment options that will help their accounts be current. Collectors must always provide options depending on the customer needs and ability to pay. Collectors should also adhere to operational, procedural and regulatory laws and processes. The Collector 1 generally is completing or has completed a collections training program or has equivalent experience. Knowledgeable of company products and services, policies, procedures, collections systems and how to apply this knowledge when communicating with delinquent customers.


  • Fully qualified, seasoned collector
  • Contacts customers to determine reason for payment delinquency and obtain payment commitment by placing outbound calls which are non-routine and require deviation from standard screens, scripts, and procedures
  • Negotiates workouts and repayment plans
  • Handles most complex collection inquiries and issues
  • Makes decisions about acceptance/return of partial payments
  • May assist with compiling statistical reports and other special projects
  • Advanced knowledge of company products and services, policies, procedures, collections systems and how to apply this knowledge when communicating with delinquent customers
  • Utilizes an auto-dial or direct dial system to initiate customer contact and determines reason for delinquency
  • May Skip-trace to find and collect on delinquent accounts
  • May be required to compose written documents
  • May be responsible for collateral analysis.
  • Refers more complex issues to higher level Collections staff

Market Skills and Certifications

  • At least 2 years of tertiary education
  • At least 1 year of working experience as a collections specialist in a BPO environment
  • Preferably, with working experience in a financial campaign
  • Demonstrate ability to utilize negotiation skills, overcome objections, exude confidence in handling disputes, and work in a fast-paced environment
  • Knowledge of Collections state laws FDCPA, Mini Miranda and TCPA
  • Willing to work in shifting schedules
  • Willing to work in McKinley Hill, Taguig City

We Value Diversity

At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
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