Associate Account Resolution Representative - Credit Card Collections - Bilingual (Spanish/English

About the Role

Wells Fargo is seeking an Associate Account Resolution Representative - Bilingual (Spanish/English) in Credit Card Collections. This team is part of Unsecured Lending Operations, empowering millions of customers to achieve their dreams every day.

Responsibilities

• Perform routine transactional tasks, such as taking inbound calls and making outbound calls using 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.

Requirements

• 6+ months of account resolution, customer contact, or customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• Bilingual speaking, listening, and reading proficiency in both Spanish and English.

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 the full duration of the required training period without interruptions.
• 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 working a weekend day and some holidays based on business needs.
• Training schedule: 6 weeks of classroom training, Monday - Friday, 8:00 am - 4:30 pm. Work schedule after training will be provided prior to the start date.
• Ability to work additional hours as needed.

Location

800 S Jordan Creek Parkway, West Des Moines, IA 50266