Senior Account Resolution Representative - Auto Operations
Wells Fargo, Irving, TX, United States
Senior Account Resolution Representative in Auto Consumer Contact Collections
This is where it begins
at a company known for our "Well Life" approach to supporting employees' career aspirations, work-life balance, and mental and physical health. When it comes to employees' financial health, we offer competitive salaries and a generous benefits package. In this role, you will: Contact customers to understand the reasons behind delinquent auto loan payments and secure payment commitments for non-routine accounts Work a combination of in- and out-bound manual and dialer calls using the most appropriate tools and procedures Support less experienced team members by coordinating and monitoring daily activities to enhance overall team performance Provide feedback and suggest improvements to processes and tools within the Account Resolution function Serve as a subject matter expert, offering guidance on policies and procedures to less experienced Account Resolution staff Collaborate with team members, managers, and senior business leaders on a wide range of Account Resolution topics Ensure compliance with all applicable policies, procedures, and federal, state, local, and company regulations Identify opportunities to improve work processes and recommend enhancements to boost team effectiveness Proactively identify risks in team policies and procedures and propose mitigation strategies Required Qualifications: 2+ years of account resolution, customer contact, or customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Experience in a call center environment Background in collections, post-collections, and charge-off processes Knowledge of skip tracing techniques and tools Proven ability to meet production goals, deadlines, and performance metrics Strong negotiation, influencing, and collaboration skills to build effective relationships Excellent customer service skills, with the ability to actively listen, gather information efficiently, and resolve complex issues Ability to thrive in a team-oriented environment Flexibility to work effectively in a structured yet changing call center setting Customer-focused mindset with the ability to identify needs and recommend appropriate solutions Strong verbal, written, and interpersonal communication skills Familiarity with collections or first payment default loss mitigation strategies High level of analytical thinking with strong attention to detail and accuracy Bilingual speaking, reading, and writing proficiency in Spanish/English Job Expectations: This position is not eligible for Visa sponsorship This position may offer a hybrid work schedule Ability to work additional hours as needed Must be available to attend the full duration of required training period Flexibility to adjust hours, as requested, based on business need Position Location: 401 Las Colinas Blvd W
Bldg. A
Irving, Texas We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
This is where it begins
at a company known for our "Well Life" approach to supporting employees' career aspirations, work-life balance, and mental and physical health. When it comes to employees' financial health, we offer competitive salaries and a generous benefits package. In this role, you will: Contact customers to understand the reasons behind delinquent auto loan payments and secure payment commitments for non-routine accounts Work a combination of in- and out-bound manual and dialer calls using the most appropriate tools and procedures Support less experienced team members by coordinating and monitoring daily activities to enhance overall team performance Provide feedback and suggest improvements to processes and tools within the Account Resolution function Serve as a subject matter expert, offering guidance on policies and procedures to less experienced Account Resolution staff Collaborate with team members, managers, and senior business leaders on a wide range of Account Resolution topics Ensure compliance with all applicable policies, procedures, and federal, state, local, and company regulations Identify opportunities to improve work processes and recommend enhancements to boost team effectiveness Proactively identify risks in team policies and procedures and propose mitigation strategies Required Qualifications: 2+ years of account resolution, customer contact, or customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Experience in a call center environment Background in collections, post-collections, and charge-off processes Knowledge of skip tracing techniques and tools Proven ability to meet production goals, deadlines, and performance metrics Strong negotiation, influencing, and collaboration skills to build effective relationships Excellent customer service skills, with the ability to actively listen, gather information efficiently, and resolve complex issues Ability to thrive in a team-oriented environment Flexibility to work effectively in a structured yet changing call center setting Customer-focused mindset with the ability to identify needs and recommend appropriate solutions Strong verbal, written, and interpersonal communication skills Familiarity with collections or first payment default loss mitigation strategies High level of analytical thinking with strong attention to detail and accuracy Bilingual speaking, reading, and writing proficiency in Spanish/English Job Expectations: This position is not eligible for Visa sponsorship This position may offer a hybrid work schedule Ability to work additional hours as needed Must be available to attend the full duration of required training period Flexibility to adjust hours, as requested, based on business need Position Location: 401 Las Colinas Blvd W
Bldg. A
Irving, Texas We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.