Loan Servicing Representative - Auto Payments and Payoff Processing - Chandler, Arizona

Wells Fargo • Chandler, AZ

141d • Hybrid

About The Position

Wells Fargo is seeking Loan Servicing Representatives to join the Payments and Payoff Processing team within our Auto Operations Group in Arizona. 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.

Requirements

• 2+ years of Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

• Prior experience within auto financial operations
• Financial services industry experience
• Experience in the automotive industry
• Knowledge and understanding of auto policies and procedures
• Ability to accurately document account data and information as well as identify inaccuracies
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Effective independent judgement and critical thinking skills
• Ability to prioritize work, meet deadlines/service level agreements (SLAs), achieve goals, and work under pressure in a dynamic and complex environment
• Excellent verbal, written, and interpersonal communication skills
• Ability to work in a fast-paced, team environment with excellent attention to detail and quality standards
• Knowledge and understanding of bankruptcy
• Ability to work effectively, as well as independently, and adapt to working a variety of different tasks
• Ability to negotiate, influence, collaborate, and facilitate issue resolution with both internal and external parties
• Strong telephone etiquette skills, including proficiency in managing both inbound and outbound calls
• Prior experience with auto titles
• Systems experience to include CARS, iTop, ICMP, iRepo, Auto IMS, Workflow, Vantage (CEO), Vista Plus, or the equivalent
• Ability to manage a high-volume pipeline of work from assignment to completion
• Knowledge and understanding of risk and compliance
• Intermediate Microsoft Office skills, including Excel
• Strong organizational, multi-tasking, time management, and prioritizing skills
• Flexibility and the ability to embrace change with enthusiasm
• 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

Responsibilities

• Support the Payments and Payoff Processing team by following processes and ensuring service level agreements (SLAs) are met
• Review, research, analyze, problem solve, process, or respond to moderately complex administrative, transactional, operational, or customer support tasks, ensuring the interests of the company are protected
• Process payments and/or perform recovery functions
• Support other teams within the line of business, assisting with other responsibilities to meet overall business needs
• Regularly adapt to changes in processes and procedures
• Use relevant information and independent judgment to determine the root cause of issues
• Communicate with customers, title companies, insurers, dealerships, investors Departments of Motor Vehicles (DMVs), cross-business units, and other third parties
• May prepare cancellation requests and initiate workflows
• Identify opportunities for improvement within various areas within Loan Servicing and recommend solutions
• Provide Business Continuity Planning (BCP) for teams in other locations
• Assist in the development, review, and revision of department policy and procedures
• Provide excellent customer service at all points of contact
• Manage a pipeline of work from start to finish
• Receive direction from Loan Servicing supervisors
• May receive written inquiries, task requests, or handle in- and out-bound phone calls
• Provide guidance to less experienced peers
• Compile documentation and enter data into Wells Fargo systems with precision
• Escalate non-routine questions to more experienced individuals
• Some roles are in back-office groups with no customer interaction
• In titles roles, you may sign documents on behalf of Wells Fargo to affirm that the information provided is true

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 1,001-5,000 employees