Account Resolution Specialist 4- Bilingual Spanish Required

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 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.

Wells Fargo’s 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. The group includes Home Lending, Auto, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices as well as online and digital channels.

Account Resolution Specialist 4 – Compliance
Expert level role responsible for providing a quality customer experience while working to collect/resolve outstanding account balances. Specializes in State Restrictive accounts as defined by our State Tool. Adapts collections activity based upon State Location information for purposes of collecting past due payments. Works in a professional, customer-centric high volume environment contacting customers to determine reason for payment delinquency and to obtain payment commitment. Must assess account Regulatory State Laws by utilizing decision-making authority when working accounts. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Researches and provides guidance to resolve the most complex escalated inquiries and issues. May assist with compiling statistical reports and other special projects.
Job responsibilities may include:
• Responsible for staying up to date with the State Tool and remaining well versed in all state regulatory rules to mitigate risks associated with State Laws and Regulations pertaining to call restrictions.
• Accountable for any and all policy violations related to State Restrictive Dialing as these errors are breaking Wells Fargo Policy as well as State Laws which could potentially violate FDCPA policy and state specific disclosures which have a negative impact resulting in reputational risks, fines, penalties, litigation, and damage to the Wells Fargo brand.
• Extreme level of decision making ability using analytical skills with high attention to regulatory details to provide accurate account resolution
• 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.
• 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.
• Complete other duties as assigned by leadership.
Hours/Schedule:
Flexible to work any hours during department’s hours of operation. Department hours of operation are: Monday – Thursday, 7 am – 9 pm, Friday, 7 am – 7 pm and Saturday, 7 am – 4:30 pm. Hours/Days may change due to business needs.

• 4+ years of experience (including 2+ years of collections experience) in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience
• Bilingual speaking, reading, and writing proficiency in Spanish/English

Intermediate Microsoft Office skills
•Experience developing and cultivating professional relationships
•Good verbal, written, and interpersonal communication skills
•Strong organizational, multi-tasking, and prioritizing skills
•Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
•Strong analytical skills with high attention to detail and accuracy
•Ability to negotiate, influence, and collaborate to build successful relationships
•Customer service focus with the ability to listen to customer needs and recommend solutions
•Solid conflict management and decision making skills
•Ability to work effectively in a team environment
•Ability to manage to production goals, deadlines, and various metrics
•Ability to work effectively in structured but flexible, adaptable and changing, call center environment

TX-Irving: 6051/6061 N State Hwy 161 - Irving, TX

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.