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 non-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 one or a combination of the following: work experience, training, military experience, education

• Collections, recovery, or negotiations experience
• Call center experience
• Knowledge and understanding of deposit product (checking/savings) collections
• Ability to provide strong customer service while actively listening and responding in an appropriate manner
• 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
• Strong risk management and compliance skills
• Strong organizational, multi-tasking, and prioritizing skills
• Intermediate troubleshooting and problem-solving skills
• Ability to communicate confidentially and professionally
• Wells Fargo Systems such as CACS and Hogan

• Equal opportunity employer
• Diverse and inclusive workplace
• Accommodation for applicants with disabilities