Associate Account Resolution Representative

About this role:

Wells Fargo is seeking an Associate Account Resolution Representative for Collections and Servicing in our Unsecured Lending Operations.  Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support Account Resolution functional area as an entry level Account Resolution Specialist by utilizing the knowledge of company products, services, policies, procedures, and Account Resolution systems
• Apply knowledge when communicating with delinquent customers
• Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances
• 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
• Receive direction from supervisors, and escalate questions and complex issues to Account Resolution individuals
• Interact with immediate Account Resolution team on basic 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

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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 structured but flexible, adaptable and changing, call center environment
• Experience with Microsoft Office and eCAR

Job Expectations:

• Must be able to attend full duration of required 6 weeks training period
• Ability to work nights, weekends, and/or holidays as needed or scheduled
• Must be able to work on-site at 800 S Jordan Creek Pkwy West Des Moines, IA
• This position is not eligible for Visa sponsorship

Hours/Schedule:

• Business Operating Hours are Monday - Thursday, 7:00am-9:00pm, Friday 7:00am-7:00pm and Saturday & Sunday, 7:00am - 4:00pm 
• Hybrid Work Schedule assigned could be any variation of the business operating hours
• You MUST be able to work any shift assigned during the regular business operating hours. 
• Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

Training Information:

• Training class start date, Monday, 07/21/2025
• Training hours 7:30am - 4:00pm 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.

Location: 800 S Jordan Creek Pkwy West Des Moines, IA

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: Associate account resolution representatives, Account resolution representatives, Senior Account Resolution Representative, Lead Account Resolution Representative, & Accounts Resolution Associate 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 11 bank holidays and 2 personal holidays. 
• Tuition Reimbursement Opportunity

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.