Account Resolution Specialist 3 - Card Services

Compensation

: $58,340.00 - $99,260.00 /year *

Employment Type

: Full-Time

Industry

: Financial Services - Banking/Investment/Finance



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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 prior to 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.

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.

The 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.

Hours/Schedule:

Flexible to work any hours during department's hours of operation. Department hours of operation are: 6am-9pm. Hours/Days may change due to business needs.

Paid Training: Training class starts on July 13, 2020 for 6 weeks and the training hours are 8:00a.m. 4:30p.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 (choose one of three schedules subject to availability)

DAY HOURS: (1) Tues - Sat 8:00am to 4:30pm or 5:00pm (you choose length of meal break)
(2) Sun - Thur 8:00am to 4:30pm or 5:00pm (you choose length of meal brea

NO WEEKENDS: (3) Mon - Thur 12:00pm - 9:00pm and Fri 10:00am to 7:00pm
Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

Compensation: Starting rate: $20.77 per hour.

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.
  • 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.

IA-West Des Moines: Min: $35,000 Mid: $48,000



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.



Job Requirements:

Associated topics: broker, guest, inside sales, insurance agent, insurance sales agent, life insurance agent, outside sales, sales associate, sales position, sales professional * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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