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. Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, direct auto, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts.
An Account Resolution Specialist 3 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 customer situations 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 higher level Account Resolution Specialists.
Primary responsibilities for this role may include but are not limited to: - 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.
Compensation: Starting rate: $20.77 per hour.
Training: Training class starts on 7/06/20 for 6 weeks and the training hours are 8:00 a.m. – 4:30 p.m. Monday - Friday. You are required to attend the full duration of this paid 6 weeks of training. You will receive in-depth classroom training, continued on-the-job training, and coaching. Schedule: Business hours of operation are Monday-Thursday 6:00am-8:00pm; Friday 6:00am-4:00pm; Saturday 7:00am-3:30pm (MT). Schedules vary based on business need and include working every 3rd Saturday. Opportunity to work on some holiday to support the business needs.Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy. Team member's schedule will vary with three days starting as early as 6:00am and two nights ending no later than 8:00pm and every third Saturday 7:00am -3:30pm. Friday hours are only until 4:00pm! Schedule may vary based on business needs. Example of schedules may be:
Monday and Tuesday 6:00am-3:30pm - Wednesday 9:30am-6pm - Thursday 11:30am-8pm - Friday 6am-3:30pm
Monday 11:30am-8:00pm; Tuesday 9:30am-6:00pm; Wednesday-Friday 6:00am-3:30pm Example working every 3rd Saturday:
Monday 12:30pm-8pm; Tuesday 10:30am-6:00pm; Wednesday-Friday 8:00am-3:30pm and Sat 7:00am-3:30pm Testing: A pre-employment assessment is required for this position. After submitting your application, please monitor your email for future communications. 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.
- Team Member Referral Program - Refer an external candidate that turns into a full-time team member (30 or more hours) to receive a $ referral bonus!!
- Tuition Reimbursement Opportunity
Required Qualifications
- 3+ 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 including 1+ year of collections experience
Desired Qualifications
- Ability to manage to production goals, deadlines, and various metrics
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
- Ability to negotiate, influence, and collaborate to build successful relationships
- Ability to work effectively in a team environment
- Ability to work effectively in structured but flexible, adaptable and changing, call center environment
- Customer service focus with the ability to listen to customer needs and recommend solutions
- Excellent verbal, written, and interpersonal communication skills
- Good analytical skills with high attention to detail and accuracy
- Intermediate Microsoft Office skills
- Solid conflict management and decision making skills
- Strong telephone etiquette skills
Job Expectations
- Must be able to attend full duration of required training period
- Ability to work nights, weekends, and/or holidays as needed or scheduled
Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.
UT-Salt Lake City: Min: $35,000 Mid: $48,000
Street Address
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT
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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