Account Resolution Specialist 3 - EFS

Compensation

: $69,040.00 - $107,560.00 /year *

Employment Type

: Full-Time

Industry

: Financial Services - Banking/Investment/Finance



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.

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.

The Account Resolution Specialist 3 is a senior level role responsible for providing quality customer experience while working to collect and negotiate terms of repayment on non-routine complex/specialized 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 initiate customer contact and determine reason for delinquency and to obtain payment commitment. Provides exceptional service while being empathetic when evaluating unique customer situation to provide relevant solutions. Makes decisions about acceptance/return of partial payments. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Handles most complex escalated collection inquiries and issues. May assist with compiling statistical reports and other special projects.

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:
Must be flexible to work any hours during department's hours of operation. The working schedules for these positions are Monday-Friday, 3 day shifts 7:00am-3:30pm or 8:30am-5:00pm, 1 night shifts 12:30p-9:00p (TBD), 1 Mid shift 9:30a-6:00p (TBD), one Saturday 8:00a - 4:30p every fourth Saturday. Hours/Days may change due to business needs.

Training will be for the first six weeks with the schedule of Monday Friday, 8:00am-4:30pm. You will learn about regulations governing collection practices and become knowledgeable on the company's computer systems, products, services, policies and procedures and how to apply this knowledge when communicating with delinquent customers. Attendance is extremely important.

Expected Start Date or Expected Training Class to begin: July 6, 2020.

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 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!

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.

Want to learn more about our team? Copy and paste this video URL into a new browser tab to hear what our team members are saying:



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



Street Address

SD-Sioux Falls: 301 E 58th Street North - Sioux Falls, SD



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: bi, business finance, business intelligence, examiner, government, legal, market, refine, refinement, valuation analyst * 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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