Account Resolution Representative, Auto Division – Irving, Texas

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. When it comes to employees’ financial health, we offer competitive salaries and a generous benefits package.

About this role: 

Wells Fargo is seeking Account Resolution Representatives to join our Auto Account Resolution team. This team is part of our Consumer Lending business.

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

Openings:

Available openings may be in one or more of the following areas within our Account Resolution team. Specific details will be discussed during the interview process.

• Early-Stage
• Mid-Stage
• Late-Stage
• Customer Assistance Team (CAT)
• Loss Prevention
• Loss Recovery
• Late-Stage Compliance
• Early Payment Default (EPD)

In this role you will: 

• Perform moderately complex customer support tasks when evaluating customer situations to provide relevant solutions
• Take inbound calls and make outbound calls by utilizing either an auto dialer or direct dial system to determine reason for delinquency​
• Proactively seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances​ 
• Support Account Resolution functional area as an experienced Account Resolution Representative by utilizing advanced knowledge of company products, services, policies, procedures, and account resolution systems​ 
• Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
• Interact with immediate team and Account Resolution functional area, as well as internal and external customers 

Training Schedule:

• Length of training may vary
• Training will be Monday through Friday
• The hybrid work schedule will not apply during training

Work Schedule:

• Hybrid work schedule with alternate weeks in-office
• Department hours are Monday – Thursday from 7 AM – 9 PM, Friday from 7 AM to 7 PM, and Saturday from 7 AM to 4:30 PM central time
• Specific work hours will be assigned prior to the end of training
• Shift pay differential may apply

 Required Qualifications: 

• 2+ years 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 

Desired Qualifications: 

• Collections or recovery experience
• Experience working within an auto operations or account management environment
• Experience executing effectively in a fast paced, high demand, metric driven call center environment 
• Call center customer service experience in the financial services industry  
• Experience working with the following systems: CARS, Enterprise Complaints Management Portal (ECMP), iTop
• 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 
• Knowledge and understanding of skip tracing

• Ability to navigate multiple computer system windows, applications and utilize search tools to find information 
• Ability to follow policies and procedures, as well as federal, state, and company regulations
• Ability to exercise strong analytical skills and independent judgment to identify and resolve problems and mitigate risk
• 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 
• Proven ability to manage to production goals, deadlines, and various metrics 
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• 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​  
• Bilingual speaking, reading, and writing proficiency in Spanish/English is a plus

Job Expectations: 

• Must work on-site at the location posted 
• This position is not eligible for Visa sponsorship  
• Must be able to attend full duration of required training period  
• This position offers a hybrid work schedule
• Flexibility to adjust hours, as requested, based on business need
• Ability to work additional hours as needed   
• Schedule may be eligible for a shift differential under the terms of the shift differential policy 
• Your work schedule may include working some holidays upon request
• Relocation assistance is not available for this position

Posting Location: 

• 6051/6061 N State Hwy 161 – Irving, Texas 75038
• New site location: 401 W Las Colinas Blvd – Irving, Texas 75039. Move expected within 2025, additional details will be provided

Posting End Date: 

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

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.

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 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.