About this role:
Wells Fargo is seeking a Bilingual Spanish Account Resolution Representative - Collection & Servicing. Learn more about the career areas and business divisions at wellsfargojobs.com.
In this role, you will:
- Perform moderately complex customer support tasks when evaluating customer situations to provide relevant solutions
- Proactively seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances
- Support Account Resolution functional area as an experienced Account Resolution Representative by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems, and apply this knowledge when communicating with delinquent customers
- Receive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individuals
- Refer more complex issues to more experienced Account Resolution Representatives
- Interact with immediate team and Account Resolution functional area on wider range of information, as well as internal and external customers
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- 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.
- Bilingual speaking proficiency in Spanish/English.
- 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.
- Intermediate Microsoft Office skills.
- 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.
- Solid conflict management and decision-making skills.
- Strong telephone etiquette skills.
- 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.
- This position is not eligible for Visa sponsorship.
- Start date: May 12, 2025
- Location: 5201 W Amelia Earhart Dr, Salt Lake City, UT 84116
- Work Schedule: Flexible to work any hours within the department's operational hours 6:00am - 9:00pm.
31 Mar 2025
*Job posting may come down early due to volume of applicants.
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, status as a protected veteran, or any other legally protected characteristic.
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.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.