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.
Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, 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.
An Account Resolution Specialist 2 is responsible for providing quality customer experience while working to collect and negotiate terms of repayment on complex/specialized outstanding account balances. Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls, utilizing an auto-dialer or direct dial system to determine reason for delinquency. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Adapts to changing rules, regulations, and/or customer environments.
Primary responsibilities for this role may include but are not limited to:
Partner with the customer to help determine the reason for their account delinquency and evaluate the customer's financial situation; negotiate for full payment or create terms for repayment, while being empathetic when evaluating each customer's situation.
Have structured workdays with calls recorded and may be monitored for quality and accuracy; demonstrate strong organizational and time management skills, in order to achieve department productivity metrics.
Complete other duties as assigned by leadership.
Act with integrity and always do the right thing for the customer
Training: Training class starts on October 13, 2020 for 6 weeks and the training hours are either 8:00am
5:00pm or 9:00am
Friday. You are required to attend the full duration of this paid 6weeks of training. You will receive in-depth classroom training, continued on-the-job training, and coaching.
Compensation: Starting rate: $18.61 per hour.
Schedule: Business hours of operation across CCS locations are Monday
11:00pm (CST) and Saturday/Sunday 7:00am
8:00pm (CST). Schedules vary based on business need and may require working at least one weekend day and scheduled holidays to support the business needs. You will have multiple options to choose from and will select your permanent schedule during the 1st week of training.
Examples of possible schedules:
Monday-Friday Evenings (12-9)
Note: Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.
A pre-employment assessment is required for this position. After submitting your application, please monitor your email for future communications.
Benefits: Read more about our rich selection of benefits you can personalize to support your health and well-being, retirement, financial security, and work-life needs.
Copy and paste the link into a new browser: www.wellsfargo.com/about/careers/benefits
GREAT CAREER ADVANCEMENT OPPORTUNITIES. You will have opportunities to participate in programs established to help you achieve your career and development goals with a progressive career path: Account Resolution Specialist 1, Account Resolution Specialist 2, Account Resolution Specialist 3, Account Resolution Specialist 4, Account Resolution Team Lead, and Account Resolution Team Manager.
Benefit packages include Medical, Dental and Vision Plans for team member and family
401k - up to 6% company match
New employees may be eligible to receive up to 30 paid days off annually, to include 10 bank holidays and 2 personal holidays
Team Member Referral Program
Tuition Reimbursement Opportunity
Free Parking, Cell Phone Discounts, Additional Vendor Discounts
Learn more about Who We Are. Copy and paste this video URL into a new browser tab to view:
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 a team environment
Ability to work effectively in structured but flexible, adaptable and changing, call center environment
Customer service focus with the ability to listen to customer needs and recommend solutions
Excellent verbal, written, and interpersonal communication skills
Good analytical skills with high attention to detail and accuracy
Intermediate Microsoft Office skills
Solid conflict management and decision making skills
Strong telephone etiquette skills
The salary range displayed below is based on a Full-time 40 hour a week schedule.
NC-Charlotte: Min: $31,400 Mid: $43,000
NC-Charlotte: 1525 W Wt Harris Blvd
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.