About this role:

Wells Fargo is seeking an Account Resolution Representative. Learn more about the career areas and lines of business at wellsfargojobs.com .

In this role, you will:

• Support Account Resolution functional area as an experienced Account Resolution Specialist by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems, and apply this knowledge when communicating with delinquent customers
• Seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances
• Perform moderately complex customer support tasks when evaluating customers situation to provide relevant solutions
• Refer more complex issues to a more experienced Account Resolution Specialist
• Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
• Interact with immediate team and Account Resolution functional area on wider range of information, as well as internal and external customers

Required Qualifications, US:

• 2+ 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

Desired Qualifications:

• Ability to manage to production goals, deadlines, and various metrics
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• 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 environment
• Customer service focus with the ability to listen to customer needs and recommend solutions
• 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

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, age, 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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.