Senior Account Resolution Representative

• Support performance of less experienced individuals and overall effectiveness of Account Resolution team by coordinating and monitoring daily activities
• provide feedback and present ideas for improving or implementing processes and tools within Account Resolution functional area
• perform complex transactional tasks, such as contacting customers to determine reason for payment delinquency and obtaining payment commitment by placing outbound calls which are no routine and require deviation from standard screens, scripts, and procedures
• provide subject matter expertise and interpretation of policies and procedures to less experienced Account Resolution individuals
• interact with immediate Account Resolution team, managers, and senior business leaders on wide range of Account Resolution related topics, as well as external customers

4+ years of Account Resolution, customer contact, Customer Service, or Sales environment experience, or equivalent demonstrated through work experience, training, military experience, education

• Strong analytical skills with high attention to detail and accuracy
• ability to take initiative and work independently with minimal supervision in a structured environment
• experience managing a pipeline of work from assignment to completion
• ability to manage to production goals, deadlines, and various metrics
• ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• ability to work effectively in structured but flexible, adaptable and changing call center environment
• recovery experience
• knowledge and understanding of FDR (First Data Resources)
• exposure to Wells Fargo eCaR (Enterprise Collections and Recovery) system

• Equal opportunity employer
• accommodation for applicants with disabilities upon request in recruitment process
• focus on building strong customer relationships balanced with strong risk mitigating and compliance-driven culture
• drug-free workplace