Associate Account Resolution Representative - Auto - Bilingual (Spanish/English)
Wells Fargo is seeking Associate Account Resolution Representatives - Bilingual (Spanish/English) to join our Auto team in Irving, TX. This team is part of our Consumer Lending business, empowering millions of customers to achieve their dreams every day.
About the role
Perform routine transactional tasks, such as taking inbound calls and making outbound calls by utilizing either an auto dialer or direct dial system to determine reason for delinquency. Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances. Support the Account Resolution functional area by utilizing knowledge of company products, services, policies, procedures, and Account Resolution systems. Regularly receive direction from supervisors and escalate questions and complex issues to more senior roles. Interact with the immediate Account Resolution team on basic Account Resolution related information, as well as internal and external customers.
Responsibilities
- Perform routine transactional tasks, including inbound and outbound calls using auto dialer or direct dial systems
- Determine reasons for delinquency and negotiate repayment terms on outstanding account balances
- Improve customer experience through quality interactions
- Support the Account Resolution functional area using company products, services, policies, and systems
- Escalate complex issues to senior roles as needed
- Interact with team members, internal, and external customers on Account Resolution matters
Requirements
- 6+ months of account resolution, customer contact, or customer service support experience, or equivalent demonstrated through work experience, training, military experience, or education
- Bilingual proficiency (speaking, reading, and listening) in Spanish and English
Qualifications
- Strong telephone etiquette and customer service skills
- Excellent verbal, written, and interpersonal communication
- Ability to work effectively in a structured, adaptable, and changing call center environment
- Skilled in navigating multiple computer systems and using search tools
- Good analytical skills with high attention to detail and accuracy
- Ability to negotiate, influence, and collaborate to build successful relationships
- Solid conflict management and decision-making abilities
- Effective team player with strong collaboration skills
- Proven ability to meet production goals, deadlines, and performance metrics
- Intermediate proficiency in Microsoft Office applications
Job Expectations
- Ability to work nights, weekends, and/or holidays as needed or scheduled
- Must attend the full duration of the required training period
- Must work on-site at the posted location (401 Las Colinas Blvd W Bldg A, Irving, TX 75039)
- This position is not eligible for Visa Sponsorship
- Must complete and pass required language assessment
Schedule
Training Schedule: Four weeks, Monday through Friday, 8 am to 5 pm. Anticipated start date is October 19, 2026.
Work Schedule: Assigned after training and will be within operating hours of Monday - Thursday, 7 am - 10 pm; Friday, 7 am - 7 pm; and rotating Saturdays, 7 am - 4:30 pm.