Account Resolution Specialist 3 / Account Resolution Dept.

Wells Fargo San Bernardino , CA 92401

Posted 2 months ago

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 prior to 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.

Consumer Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

Home Lending Default Servicing

  • We support the Wells Fargo Vision by respectfully engaging, understanding and informing our customers of all available options for resolving their delinquency.

In the Account Resolution Specialist 3 position you will be responsible for providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances. This role works in a professional, customer-centric, and high volume environment providing exceptional service while being empathetic to the customer's situation. Position is will require you to be able to sit for extended periods of time wearing a telephone headset.

Location: 1003 E. Brier Drive, San Bernardino, CA 92408

Training schedule #1: 6/12/2020, 8am-5pm Monday-Friday for approx. 6-8 weeks; Training schedule #2: 7/17/2020, 8am-5pm Monday-Friday for approx. 6-8 weeks

Work shift: 11am-8pm Monday-Friday (Shifts are subject to change based upon business needs)

Functions may include:

  • Taking inbound and/or making outbound calls utilizing an auto-dialer or direct dial system

  • Partnering 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

  • Consistently learn and apply operational policies and State & Federal regulations governing collection practices

  • Have structured workdays with all your calls monitored for quality and accuracy; demonstrate strong organizational and time management skills, in order to achieve department productivity metrics

  • Refers more complex issues to a higher level Account Resolution Specialist

  • Complete other duties as assigned by leadership

WELLS FARGO OFFERS GREAT CAREER ADVANCEMENT OPPORTUNITIES!

  • Progressive Career Path: Account Resolution Specialist 3, Account Resolution Specialist 4, Account Resolution Specialist Team Lead, Team Manager, and Manager!
  • Salary: Highly competitive salary!
  • 401k: 6% company match!
  • Paid Time Off: 18 days of Paid Time off PLUS 10 paid Holidays!
  • Additional Benefits: Medical, Dental, Vision, Tuition Reimbursement, Free Parking, Cell Phone Discounts, and so much more!

IMPORTANT INFORMATION:

  • A PRE-EMPLOYMENT ASSESSMENT IS REQUIRED FOR THIS POSITION

  • AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS

  • Once your application is received, Wells Fargo will make initial contact with you via e-mail

  • Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile

  • If your contact information has changed, please update prior to applying to this position

  • Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Required Qualifications

  • 3+ years of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience including 1+ year of collections experience

Desired Qualifications

  • Ability to follow policies, procedures, and regulations

  • Ability to meet or exceed business goals and objectives, while fostering a team atmosphere

  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

  • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

  • Ability to exercise independent judgment to identify and resolve problems

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment

  • Ability to navigate multiple computer system windows, applications, and utilize search tools to find information

  • Strong analytical skills with high attention to detail and accuracy

  • Excellent verbal, written, and interpersonal communication skills

  • Solid conflict management and decision making skills

  • Knowledge and understanding of home lending or consumer lending

  • Knowledge and understanding of mortgage default: servicing

  • Basic Microsoft Office skills

  • Bilingual speaking proficiency in Spanish/English

  • Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting

  • Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management

  • Experience working with military protocol and instructions, enlisted evaluations, officer/leadership reporting, and assistance with keeping military personnel combat-ready and effective

Other Desired Qualifications

  • Exposure to Wells Fargo mortgage servicing systems such as: ACES (dialer application), Black Knight (Fidelity/MSP), CIV, Easy Pay, ECaR (Enterprise Collections and Recovery), ER-C (Early Resolution), and/or Hogan/Shaw

Job Expectations

  • Must be able to attend full duration of required training period

  • Willingness to work on-site at stated location on the job opening

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

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Salary Information

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

CA-San Bernardino: Min: $38,500 Mid: $52,800

Street Address

CA-San Bernardino: 1003 E Brier Dr

  • San Bernardino, CA

Disclaimer

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.


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In the Account Resolution Specialist 1 position you will be responsible for providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances. This role works in a professional, customer-centric, and high volume environment providing exceptional service while being empathetic to the customer's situation. Position is will require you to be able to sit for extended periods of time wearing a telephone headset. Location: 1003 E. 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IMPORTANT INFORMATION: * A PRE-EMPLOYMENT ASSESSMENT IS REQUIRED FOR THIS POSITION * AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS * Once your application is received, Wells Fargo will make initial contact with you via e-mail * Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile * If your contact information has changed, please update prior to applying to this position * Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo. * This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents. 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