Dec 18, 2020

Account Resolution Specialist 4

  • Wells Fargo
  • West Des Moines, IA, USA

Job Description

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.
Wells Fargo's 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, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services.
The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices as well as online and digital channels.
Our Card and Retail Services (CRS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, direct auto, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts.
This group provides recovery collections and customer service for Prime credit cards.
Job responsibilities may include:
• Expert level role responsible for providing a quality customer experience while working to collect/resolve outstanding account balances
• May develop location information about debtors for purpose of collecting past due payments
• Works in a professional, customer-centric high volume environment contacting customers to determine reason for payment delinquency and to obtain payment commitment
• Has higher level of decision making authority when working accounts
• Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations
• Researches and provides guidance to resolve the most complex escalated inquiries and issues
• May assist with compiling statistical reports and other special projects
Work Schedule: Monday - Friday 8:00-5:00 PM, with one weeknight (TBD) from 11:00 AM - 8:00 PM

Required Qualifications
  • 4+ years of experience (including 2+ years of collections experience) in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience

Desired Qualifications
  • Experience managing a pipeline of work from assignment to completion
  • Recovery experience
  • Ability to manage to production goals, deadlines, and various metrics
  • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
  • Ability to take initiative and work independently with minimal supervision in a structured environment
  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment
  • Exposure to Wells Fargo eCaR (Enterprise Collections and Recovery) system
  • Knowledge and understanding of FDR (First Data Resources)
  • Knowledge and understanding of Hogan
  • Strong analytical skills with high attention to detail and accuracy

Other Desired Qualifications
  • Experience using Recoverease

Job Expectations
  • Ability to work nights, weekends, and/or holidays as needed or scheduled

Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.

IA-West Des Moines: Min: $38,500 Mid: $52,800

Street Address
IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA


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.



Security Clearance

NO Security Clearance

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