Wells Fargo Hiring for Associate Account Resolution Representative- Bilingual at Hillsboro Full Time

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Associate Account Resolution Representative in Consumer Lending as part of Operations. Learn more about our career areas and lines of business at wellsfargojobs.com .

In this role, you will:

• Support Account Resolution functional area as an entry level Account Resolution Specialist by utilizing the knowledge of company products, services, policies, procedures, and Account Resolution systems

• Apply knowledge when communicating with delinquent customers

• Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances

• Perform routine transactional tasks, such as taking inbound calls and making outbound calls by utilizing either an auto dialer or direct dial system to determine reason for delinquency

• Receive direction from supervisors, and escalate questions and complex issues to Account Resolution individuals

• Interact with immediate Account Resolution team on basic Account Resolution related information, as well as internal and external customers

Required Qualifications, US:

• 6+ months 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

• Bilingual speaking and reading proficiency in Spanish/English

Desired Qualifications:

• ability to manage to production goals, deadlines, and various metrics

• Ability to navigate multiple computer system windows, applications, and utilize search too

• 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

• Customer service focus with the ability to listen to customer needs and recommend solution

• 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

Job Expectations:

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

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

• Must take and pass required Spanish language assessment

Expected Start Date: 09/26/2022

Location: 10500 NE Walker Rd HILLSBORO, OR 97006

Line of Business: Credit Card Collections

A typical day would include:

• Being set up at your workstation and ready at the start of your shift to make and receive calls.

• Your workstation will include: 2 desktop monitors, 1 computer tower, 1 keyboard, 1 mouse, 1 adjustable chair. (Ergonomic options available upon request)

• Adhering to your daily schedule for casted by workforce management to meet the business need.

• Breaks and lunches daily spread out throughout your shift, you will have two 15 minute breaks, and one 30 minute lunch.

• You will be making and receiving between 100 and 200 calls per day ( this can fluctuate depending on peak seasons)

• You will have approximately 20 to 30 customer conversations per day

• Your goal is to assist customers with accounts issues and work in partnership to resolve delinquency situations

• This will include setting up arrangements over the phone, discussing payment options, routing appropriately to partners for hardship options, etc.

• Attend and participate in site/team meetings, 1×1 coaching and feedback sessions with your manager and team lead. This can be on a weekly, bi-weekly, and as needed basis.

• Meet with your local leaders on business updates, individual/team/business results

• You will need to self-manage and utilize your resources to help you stay up to date on a daily basis (i.e. checking the communications page, emails, policies, procedures, and job aids)

• Communicating efficiently, effectively, and in a timely manner with leadership with any questions, concerns, or updates you may have.

Hours/Schedule:

A typical schedule may include working evenings until 9:00pm and/or a weekends.

Business Operating Hours are Monday – Friday, 6:00am-9:00pm and Saturday & Sunday, 7:00am-3:30pm.

You must be able to work any shift assigned during the regular business operating hours.

Schedule may vary based on business needs.

Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

Position may be eligible for a 5% language differential under the terms of the language differential policy.

Training:

Training class is scheduled to start on Monday 09/26/2022 and the training hours are 7:00 a.m. – 3:30 p.m. Monday – Friday. You are required to attend the full duration of this paid 6 weeks of training. You will receive in-depth classroom training, continued on-the-job training, and coaching.

Testing:

A pre-employment assessment is required for this position. After submitting your application, please monitor your email for future communications.

GREAT CAREER ADVANCEMENT OPPORTUNITIES!!!

You will have opportunities to participate in programs established to help you achieve your career and development goals.

• Progressive Career Path: Associate account resolution representatives, Account resolution representatives, Senior Account Resolution Representative, Lead Account Resolution Representative, & Accounts Resolution Associate Manager.

• Salary – Highly Competitive Salary! Some schedules offer a 15% shift differential, based on hours worked after 4 pm.

• Benefit packages include Medical, Dental and Vision Plans for team member and family!

• 401k – up to 6% company match!

• New Team members may be eligible to receive up to 30 paid days off annually, to include 11 bank holidays and 2 personal holidays.

• Tuition Reimbursement Opportunity

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Company: Wells Fargo

Req Number: R-185217

Updated: Tue Jul 12 02:02:01 GMT 2022

Location: Hillsboro,Oregon