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Account Resolution Specialist 3 -Cards & Retail

Company: Wells Fargo
Location: West Des Moines
Posted on: September 13, 2020

Job Description:

Job DescriptionImportant Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll 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.

Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. Weve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts.

An Account Resolution Specialist 3 is responsible for providing quality customer experience while working to collect and negotiate terms of repayment on complex/specialized outstanding account balances. Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls, utilizing an auto-dialer or direct dial system to determine reason for delinquency. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Adapts to changing rules, regulations, and/or customer environments.

Primary responsibilities for this role may include but are not limited to


  • 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, while being empathetic when evaluating each customers situation.
  • Have structured workdays with calls recorded and may be 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.
  • Act with integrity and always do the right thing for the customer
  • Demonstrate CARE:
  • Respectfully engage, actively listen, understand and inform our customers with transparent, consistent and clear communication while showing empathy and using a professional tone.
  • Demonstrate EASE:
  • Make interactions efficient and effective, reduce effort or inconvenience on our customers part, respect customers time and keep them informed of what is happening.
  • Demonstrate RESOLUTION:
  • Anticipate customers unique needs and work in partnership to achieve their goals. Ensure the customer understands the resolution and has clear expectations of follow up.
  • Be AVAILABLE:
  • Be able to multitask (talking and typing at the same time), avoid distractions and be ready and focused on work at your scheduled time.
  • Find SOLUTIONS:
  • Provide the customer with the best solution for their individual situation. This may involve using policies and procedures as well as talking with your team lead, manager or other higher level Account Resolution Specialists, about the possibilities.

    Training classes start on 11/2/2020 (Retail) and 11/9/2020 (Cards) for 6 weeks and the training hours are 8:00a.m. 4:30p.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.

    Compensation: $20.77 per hour.

    Business hours of operation across CCS locations are Monday-Thursday 7am-9:00pm , Friday 7:00am-7:00pm, 7:00am-4:00pm Saturday -Sunday (Retail)

    Monday-Thursday, 7:00am-9:00pm, Friday 7:00am-7:00pm and Saturday- Sunday 7:30am-4:00pm Saturday -Sunday (Cards)

    Schedules vary based on business need and may require working at least one weekend day and scheduled holidays to support the business needs. You will have multiple options to choose from and will select your permanent schedule during the 1st week of training.

    Examples of possible schedules:

    • Sunday-Thursday Days
    • Monday-Friday Nights
    • Tuesday-Saturday Days

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

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

      Benefits: Read more about our rich selection of benefits you can personalize to support your health and well-being, retirement, financial security, and work-life needs. Copy and paste the link into a new browser: www.wellsfargo.com/about/careers/benefits

      • GREAT CAREER ADVANCEMENT OPPORTUNITIES. You will have opportunities to participate in programs established to help you achieve your career and development goals with a progressive career path: Account Resolution Specialist 1, Account Resolution Specialist 2, Account Resolution Specialist 3, Account Resolution Specialist 4, Account Resolution Team Lead, and Account Resolution Team Manager.
      • Salary - Highly Competitive Salary. Some schedules offer a 15% shift differential, based on hours worked before 8:00am or after 4:00 pm
      • Benefit packages include Medical, Dental and Vision Plans for team member and family
      • 401k up to 6% company match
      • New employees may be eligible to receive up to 30 paid days off annually, to include 10 bank holidays and 2 personal holidays
      • Team Member Referral Program - Refer an external candidate that turns into a full-time employee (30 or more hours) to receive a $ referral bonus!!
      • Tuition Reimbursement Opportunity
      • Free Parking, Cell Phone Discounts, Additional Vendor Discounts

        Learn more about Who We Are. Copy and paste this video URL into a new browser tab to view:

        https://www.youtube.com/watch?v=qLE_uaMLmlc&list=PL1wnNCsFZfFVRequired Qualifications


        • 3+ years of experience (including 1+ 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


          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


              Street AddressIA-West Des Moines: 7000 Vista Drive - West Des Moines, IADisclaimerAll 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.

Keywords: Wells Fargo, West Des Moines , Account Resolution Specialist 3 -Cards & Retail, Hospitality & Tourism , West Des Moines, Iowa

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