Senior Account Resolution Representative - Auto Operations

Why Wells Fargo:

Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. When it comes to employees’ financial health, we offer competitive salaries and a generous benefits package

About this role:

Wells Fargo is seeking a Senior Account Resolution Representative in Auto Consumer Contact Collections.

Learn more about career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Contact customers to understand the reasons behind delinquent auto loan payments and secure payment commitments for non-routine accounts

• Work a combination of in- and out-bound manual and dialer calls using the most appropriate tools and procedures

• Support less experienced team members by coordinating and monitoring daily activities to enhance overall team performance

• Provide feedback and suggest improvements to processes and tools within the Account Resolution function

• Serve as a subject matter expert, offering guidance on policies and procedures to less experienced Account Resolution staff

• Collaborate with team members, managers, and senior business leaders on a wide range of Account Resolution topics

• Ensure compliance with all applicable policies, procedures, and federal, state, local, and company regulations

• Identify opportunities to improve work processes and recommend enhancements to boost team effectiveness

• Proactively identify risks in team policies and procedures and propose mitigation strategies

Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States.

Required Qualifications:

• 4+ 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:

• Experience in a call center environment

• Background in collections, post-collections, and charge-off processes

• Knowledge of skip tracing techniques and tools

• Proven ability to meet production goals, deadlines, and performance metrics

• Strong negotiation, influencing, and collaboration skills to build effective relationships

• Excellent customer service skills, with the ability to actively listen, gather information efficiently, and resolve complex issues

• Ability to thrive in a team-oriented environment

• Flexibility to work effectively in a structured yet changing call center setting

• Customer-focused mindset with the ability to identify needs and recommend appropriate solutions

• Strong verbal, written, and interpersonal communication skills

• Familiarity with collections or first payment default loss mitigation strategies

• High level of analytical thinking with strong attention to detail and accuracy

• Bilingual speaking, reading, and writing proficiency in Spanish/English

Job Expectations:

• This position is not eligible for Visa sponsorship

• Must work on-site at the location listed

• This position may offer a hybrid work schedule

• Ability to work additional hours as needed

• Relocation assistance is not available for this position

• Must be available to attend the full duration of required training period

• Flexibility to adjust hours, as requested, based on business need

Position Location:

• 2850 S Price Rd., Chandler, AZ

Posting End Date:

• Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.