Bilingual Associate Account Resolution Representative - San Antonio, United States - Wells Fargo

Description

Why Wells Fargo:

Are you ready for the next step in your career? 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.

We ranked #2 on the 2023 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace "to grow your career" in the U.S.

We're especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees' financial health, we offer competitive salaries and generous benefits package. Apply today.


About this role:
Wells Fargo is seeking an Associate Account Resolution Representative in Consumer Collections & Servicing. Consumer Lending businesses empower millions of customers to achieve their dreams every day.

Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed.

The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

Find out why we're the #1 financial services company to grow YOUR career. Apply today.


In this role, you will:

• Perform routine transactional tasks, such as taking inbound calls and making outbound calls by utilizing either an auto dialer or direct dial system to determine reason for delinquency
• Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances
• Support Account Resolution functional area by utilizing the knowledge of company products, services, policies, procedures, and Account Resolution systems
• Receive direction from supervisors, and escalate questions and complex issues to senior employees
• Interact with immediate Account Resolution team on Account Resolution related information, as well as internal and external customers

Required Qualifications:

• 6+ months of Account Resolution, customer contact, Customer Service, or Sales environment experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Bilingual speaking, reading, and writing proficiency in Spanish/English

Desired Qualifications:

• Call center customer service experience in the financial services industry
• Customer service focus with the ability to listen to customer needs, recommend solutions, while utilizing conflict management, negotiation, and decision-making skills to influence and build successful relationships
• Ability to navigate multiple computer system windows, applications and utilize search tools to find information
• Ability to execute in a fast paced, high demand, metric driven call center environment
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
• Experience demonstrating the ability to manage to production goals, deadlines, and various metrics
• Military experience resolving complex issues via written or verbal communication, including but not limited to: supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers

Job Expectations:

• Must be able to attend full duration of required training period
• This position is not eligible for Visa sponsorship
• Ability to work additional hours as needed
• Schedule may be eligible for a shift differential under the terms of the shift differential policy
• Must work on-site at the location posted
• Must complete and pass required language assessment

Training Schedule:

• Training start date June 17, 2024, Monday- Fri 8:00- 5:00 pm six weeks in office

Work Schedule:

• After training- This position offers a hybrid work schedule.
• We're open 24 hours a day. Your regular work schedule will be based on business need and may include working some weekends and some holidays

Posting Location(s):

• 4101 Wiseman Blvd Bldg. 205 San Antonio, TX 78251
• Posting End Date:

6 May 2024

• Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company.

They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions.

There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: 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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.