Loan Servicing Representative, Impound Support

Why Wells Fargo:

Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader - we're a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed.

We believe that a meaningful career is much more than just a job - it's about finding all of the elements to help you thrive, in one place. Living the Well Life means you're supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Join us!

About this role:

• Support the team in a wide variety of tasks related to reviewing, researching, processing, and responding to inquiries from internal parties and external third-party vendors related to impound and/or lien notifications
• React quickly and effectively to written or phone escalations from business partners and customers, ensuring the interests of the company are protected
• Identify opportunities to improve loan servicing processes within established procedures
• Communicate with impound lots to obtain information, schedule repossessions, and negotiate fees as needed
• Handle inbound and outbound calls and perform tasks of moderate complexity pertaining to administrative, transactional, operational, or customer support functions
• Receive direction from Loan Servicing supervisors
• Use relevant information and independent judgment to ensure compliance with all federal, state, client, and company policies, procedures, and regulations
• Understand state specific guidelines and partner with city courts and other governmental agencies concerning a variety of impound questions or issues
• Interact and communicate with agencies, investors, insurers, mid-level management, staff, and cross business units, as well as internal or external customers

• 2+ years of Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Knowledge and understanding of auto policies and procedures
• Systems experience to include I-Repo, CARS, ITOP, or the equivalent
• Customer service experience in a call center environment
• Ability to collaborate with third parties as needed
• High attention to detail and accuracy, including precision in grammar and a sharp focus on eliminating errors
• Ability to adapt to working a variety of different tasks in a production environment
• Intermediate Microsoft Office experience
• Prior experience in default operations
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Strong analytical skills
• Ability to negotiate and facilitate issue resolution
• Excellent verbal, written, and interpersonal communication skills
• Ability to manage a pipeline of work to ensure deadlines are met
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to exercise independent judgment to identify and resolve problems
• Ability to work effectively in a team environment
• Customer Service focus with the ability to listen to customer needs and recommend solutions

• This position is not eligible for Visa sponsorship
• Willingness to work onsite at location listed
• Ability to work additional hours as needed
• This position may offer a hybrid work schedule
• Relocation assistance is not available for this position
• Ability to work additional hours as needed

• 6061 N State Hwy 161 - Irving, Texas 75038