Job Description
Important 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. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll 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. The Account Resolution Specialist 1 for Overdraft collections will be responsible for providing a quality customer experience while working to collect and negotiate terms of repayment on 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. Provides exceptional service while being empathetic when evaluating customers situation to provide relevant solutions. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Refers more complex issues to a higher level Account Resolution Specialists. Job responsibilities may include:
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.
Consistently learn and apply operational policies and State & Federal regulations governing collection practices.
Have structured workdays with all your calls 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.Hours/Schedule:
Must be available to work offered Night and weekend schedules, and attend the full duration of the paid training program. Must be flexible to work any hours during department's hours of operation. Hours/Days may change due to business needs. Available shift options: -- Shift 1: Mon-Fri 11am-8pm
-- Shift 2: Sun & Mon 8a-5p, Tue-Thu 12p-9p
-- Shift 3: Tue-Thu 12p-9p, Fri & Sat 8a-5p
-- Shift 4: Mon-Fri 9a-6p
-- Shift 5: Mon-Fri 8a-5p
-- Shift 6: Mon-Fri 10a-7p
-- Shift 7: Sun & Mon 8a-5p, Tue-Thu 11am-8p
-- Shift 8: Tue-Thu 11a-8p, Fri & Sat 8a-5p (Schedules available are determined by business need) Training:
Training Class to begin: June 23, 2020
The paid training class will last for 7 weeks. The training schedule will be Monday-Friday 8:00 AM-5:00 PM, then you would transition into one of the regular working schedules once training is complete. 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: Account Resolution Specialist 1, Account Resolution Specialist 2, Account Resolution Specialist 3, Account Resolution Specialist 4, Account Resolution Team Lead, Account Resolution Team 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 10 bank holidays and 2 personal holidays.
Team Member Referral Program - Refer an external candidate that turns into a full-time team member (30 or more hours) to receive a referral bonus!!
Tuition Reimbursement Opportunity!A PRE-EMPLOYMENT ASSESSMENT IS REQUIRED FOR THIS POSITION. AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS. Once your application is received, Wells Fargo will make initial contact with you via e-mail. Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile. If your contact information has changed, please update prior to applying to this position. 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=PL1wnNCsFZfFV
Required Qualifications
- 1+ year of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience; or an AA/AS degree or higher
Desired Qualifications
- Intermediate Microsoft Office skills
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
- Excellent verbal, written, and interpersonal communication skills
- Good analytical skills with high attention to detail and accuracy
- Strong telephone etiquette skills
- Ability to negotiate, influence, and collaborate to build successful relationships
- Customer service focus with the ability to listen to customer needs and recommend solutions
- Solid conflict management and decision making skills
- Ability to work effectively in a team environment
- Ability to manage to production goals, deadlines, and various metrics
- Ability to work effectively in structured but flexible, adaptable and changing, call center environment
Job Expectations
- Ability to work nights, weekends, and/or holidays as needed or scheduled
- Must be able to attend full duration of required training period
Street Address
VA-Roanoke: 7711 Plantation Rd - Roanoke, VA
Disclaimer
All 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.
| 
