Senior Account Resolution Representative - Auto Operations
About the role
This role involves contacting customers to understand the reasons behind delinquent auto loan payments and securing payment commitments for non-routine accounts. The position also includes working a combination of in- and outbound calls, supporting less experienced team members, serving as a subject matter expert, collaborating with team members and senior business leaders, ensuring compliance with policies and regulations, and identifying opportunities to improve work processes.
Responsibilities
- Contact customers to understand delinquent auto loan payments and secure payment commitments
- Support less experienced team members by coordinating and monitoring daily activities
- Offer 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 staff
- Collaborate with team members, managers, and senior business leaders on Account Resolution topics
- Ensure compliance with all applicable policies, procedures, and regulations
- Identify opportunities to improve work processes and recommend enhancements
- Proactively identify risks in team policies and procedures and propose mitigation strategies
Requirements
- 4+ years of Account Resolution, customer contact, Customer Service, or Sales environment experience
- 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
- Excellent customer service skills, with the ability to actively listen, gather information efficiently, and resolve complex issues
- Flexibility to work effectively in a structured yet changing call center setting
- A 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
Qualifications
- Authorized to work in the United States now and in the future
Skills
- Effective communication skills
- Problem-solving skills
- Teamwork and collaboration skills
- Adaptability and flexibility
Benefits
Wells Fargo offers a competitive salary and a generous benefits package, including:
- Health insurance
- Paid time off
- Retirement savings plans
- Employee assistance programs
Pay
The pay for this role is commensurate with experience.
Schedule
The position offers a flexible work schedule.
Benefits
The position offers a comprehensive benefits package, including:
- Health insurance
- Paid time off
- Retirement savings plans
- Employee assistance programs
Job Expectations
- This position is not eligible for visa sponsorship
- Must work on-site at the location listed
- Must be available to attend the full duration of required training period
- Must be flexible to adjust hours, as requested, based on business need
Position Location
2850 S Price Rd., Chandler, AZ
Posting End Date
9 Jul 2026
Company Information
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.
Recruitment and Hiring Requirements
Third-Party recordings are prohibited unless authorized by Wells Fargo. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.