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Account Resolution Specialist 2 - Retail Services

Apply now Job ID 5498606
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. We value and promote diversity and inclusion in all aspects of business and at all levels. Success comes from inviting and incorporating diverse perspectives.

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

The  Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

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.

Expected Start Date: 9/9/2019

Location: 7000 Vista Dr. West Des Moines, IA

Hours/Schedule: A typical schedule may include one or two evenings until 9:00pm and/or a weekend day.
Business Operating Hours are Monday - Friday, 7:00am-9:00pm and Saturday & Sunday, 7:00am-4:00pm.
You must be able to work any shift assigned during the regular business operating hours.
Schedule may vary based on business needs.

Training: 8:00am to 4:30pm Monday - Friday (first 3 weeks) and 7:00am to 4:00pm Monday - Friday (final 3 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 1, 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.
  • 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

  • 2+ years of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment; or a BS/BA degree or higher; or 4+ 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



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



Street Address

IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA



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