Loan Servicing Representative – Impound Support
| Company | Wells Fargo |
|---|---|
| Location | Irving, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- 2+ years of Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Responsibilities
- Support the team in a wide variety of tasks related to reviewing, researching, processing, and responding to inquiries from internal parties and external third-party vendors related to impound and/or lien notifications
- React quickly and effectively to written or phone escalations from business partners and customers, ensuring the interests of the company are protected
- Identify opportunities to improve loan servicing processes within established procedures
- Communicate with impound lots to obtain information, schedule repossessions, and negotiate fees as needed
- Handle inbound and outbound calls and perform tasks of moderate complexity pertaining to administrative, transactional, operational, or customer support functions
- Receive direction from Loan Servicing supervisors
- Use relevant information and independent judgment to ensure compliance with all federal, state, client, and company policies, procedures, and regulations
- Understand state specific guidelines and partner with city courts and other governmental agencies concerning a variety of impound questions or issues
- Interact and communicate with agencies, investors, insurers, mid-level management, staff, and cross business units, as well as internal or external customers
Preferred Qualifications
- Knowledge and understanding of auto policies and procedures
- Systems experience to include I-Repo, CARS, ITOP, or the equivalent
- Customer service experience in a call center environment
- Ability to collaborate with third parties as needed
- Prior experience in default operations
- High attention to detail and accuracy, including precision in grammar and a sharp focus on eliminating errors
- Ability to adapt to working a variety of different tasks in a production environment
- Intermediate Microsoft Office experience
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Strong analytical skills
- Ability to negotiate and facilitate issue resolution
- Excellent verbal, written, and interpersonal communication skills
- Ability to manage a pipeline of work to ensure deadlines are met
- Strong organizational, multi-tasking, and prioritizing skills
- Ability to exercise independent judgment to identify and resolve problems
- Ability to work effectively in a team environment
- Customer Service focus with the ability to listen to customer needs and recommend solutions