Associate Account Resolution Representative – Early-Stage Auto – Night Shift
| Company | Wells Fargo |
|---|---|
| Location | Chandler, AZ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 6+ months of Account Resolution, customer contact, Customer Service, or Sales environment experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Responsibilities
- Perform routine customer support tasks when evaluating customer situations to provide relevant solutions
- Take inbound calls and make 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 Account Resolution functional area by utilizing the 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 immediate Account Resolution team on Account Resolution related information, as well as internal and external customers
Preferred Qualifications
- Call center customer service experience in the financial services industry
- Knowledge and understanding of auto operations or account management
- Ability to navigate multiple computer system windows, applications and utilize search tools to find information
- Ability to execute in a fast paced, high demand, metric driven call center environment
- Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
- Experience managing to production goals, deadlines, and various metrics
- Ability to follow policies and procedures, as well as federal, state, and company regulations
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- Military experience resolving complex issues via written or verbal communication, including but not limited to: supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
- Bilingual speaking, reading, and writing proficiency in Spanish/English is a plus