Associate Account Resolution Representative - Credit Card Collections

This role is part of Wells Fargo’s Unsecured Lending Operations, empowering millions of customers to achieve their financial goals.

About the role

As an Associate Account Resolution Representative in Credit Card Collections, you will perform routine transactional tasks, including handling inbound and outbound calls using auto-dialer or direct-dial systems to determine reasons for delinquency. You will seek ways to improve the customer experience by collecting and negotiating repayment terms on outstanding account balances while supporting the Account Resolution functional area.

Responsibilities

• Take inbound and make outbound calls to determine reasons for delinquency.
• Negotiate repayment terms on outstanding account balances.
• Support the Account Resolution functional area using knowledge of company products, services, policies, procedures, and systems.
• Receive direction from supervisors and escalate complex issues to senior roles.
• Interact with the Account Resolution team and both internal and external customers on basic account-related 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.

Qualifications

• Customer service focus with the ability to listen to customer needs and recommend solutions.
• Ability to negotiate, influence, and collaborate to build successful relationships.
• Ability to manage production goals, deadlines, and various metrics.
• Skilled in navigating multiple computer systems and utilizing search tools to find information.
• Capable of working effectively in a structured but flexible, adaptable, and changing call center environment.
• Excellent verbal, written, and interpersonal communication skills.
• Good analytical skills with high attention to detail and accuracy.
• Solid conflict management and decision-making skills.

Schedule

• Start date: September 21st.
• Must attend full duration of required training (6 weeks, Monday - Friday, 8:00 am - 4:30 pm).
• Flexible to work any schedule during hours of operation: Monday - Friday, 7:00 am - 9:00 pm; Saturday, 7:00 am - 4:00 pm; Sunday, 7:00 am - 4:00 pm.
• Regular work schedule will include a weekend day and some holidays, based on business needs.
• Must work on-site at 800 S Jordan Creek Parkway, West Des Moines, IA 50266.
• Ability to work additional hours as needed.