Associate Account Resolution Representative - Credit Cards - Bilingual (Spanish/English)
About The Position
About this role: Wells Fargo is seeking an Associate Account Resolution Representative – Bilingual (Spanish/English) in Credit Card Collections in West Des Moines, IA. This team is part of our Unsecured Lending Operations, empowering millions of customers to achieve their dreams every day. Find out why we’re the #1 financial services company to grow YOUR career. Learn more about the career areas and business divisions at www.wellsfargojobs.com . 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 Regularly receive direction from supervisors, and escalate questions and complex issues to more senior roles Interact with immediate Account Resolution team on basic Account Resolution related information, as well as internal and external customers
Requirements
- 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, listening and reading proficiency in both Spanish and English
Nice To Haves
- Customer service focus with the ability to listen to customer needs and recommend solutions.
- Ability to negotiate, influence, and collaborate to build successful relationships.
- Ability to manage to production goals, deadlines, and various metrics.
- Skilled in navigating multiple computer systems and utilizing search tools to find information.
- Capable to work effectively in structured but flexible, adaptable and changing, call center environment.
- Excellent verbal, written, and interpersonal communication skills.
- Good analytical skills with high attention to detail and accuracy.
- Solid conflict management and decision-making skills.
Responsibilities
- 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
- Regularly receive direction from supervisors, and escalate questions and complex issues to more senior roles
- Interact with immediate Account Resolution team on basic Account Resolution related information, as well as internal and external customers
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
