Senior Account Resolution Representative - Auto Operations

Wells Fargo & Company•Chandler, AZ

1d•Hybrid

About The Position

Wells Fargo is seeking a Senior Account Resolution Representative in Auto Consumer Contact Collections. In this role, you will contact customers to understand the reasons behind delinquent auto loan payments and secure payment commitments for non-routine accounts. You will work a combination of in- and out-bound manual and dialer calls using the most appropriate tools and procedures. You will support less experienced team members by coordinating and monitoring daily activities to enhance overall team performance. You will provide feedback and suggest improvements to processes and tools within the Account Resolution function. You will serve as a subject matter expert, offering guidance on policies and procedures to less experienced Account Resolution staff. You will collaborate with team members, managers, and senior business leaders on a wide range of Account Resolution topics. You will ensure compliance with all applicable policies, procedures, and federal, state, local, and company regulations. You will identify opportunities to improve work processes and recommend enhancements to boost team effectiveness. You will proactively identify risks in team policies and procedures and propose mitigation strategies.

Requirements

4+ 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
Presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States.

Nice To Haves

Experience in a call center environment
Background in collections, post-collections, and charge-off processes
Knowledge of skip tracing techniques and tools
Proven ability to meet production goals, deadlines, and performance metrics
Strong negotiation, influencing, and collaboration skills to build effective relationships
Excellent customer service skills, with the ability to actively listen, gather information efficiently, and resolve complex issues
Ability to thrive in a team-oriented environment
Flexibility to work effectively in a structured yet changing call center setting
Customer-focused mindset with the ability to identify needs and recommend appropriate solutions
Strong verbal, written, and interpersonal communication skills
Familiarity with collections or first payment default loss mitigation strategies
High level of analytical thinking with strong attention to detail and accuracy
Bilingual speaking, reading, and writing proficiency in Spanish/English

Responsibilities

Contact customers to understand the reasons behind delinquent auto loan payments and secure payment commitments for non-routine accounts
Work a combination of in- and out-bound manual and dialer calls using the most appropriate tools and procedures
Support less experienced team members by coordinating and monitoring daily activities to enhance overall team performance
Provide feedback and suggest improvements to processes and tools within the Account Resolution function
Serve as a subject matter expert, offering guidance on policies and procedures to less experienced Account Resolution staff
Collaborate with team members, managers, and senior business leaders on a wide range of Account Resolution topics
Ensure compliance with all applicable policies, procedures, and federal, state, local, and company regulations
Identify opportunities to improve work processes and recommend enhancements to boost team effectiveness
Proactively identify risks in team policies and procedures and propose mitigation strategies