Account Resolution Representative Cards - Bilingual

About the position

Wells Fargo is seeking an Account Resolution Representative - Bilingual for Credit Card Collections. In this role, you will perform moderately complex customer support tasks when evaluating customer situations to provide relevant solutions. You will proactively seek ways to improve the quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances. As an experienced Account Resolution Representative, you will support the Account Resolution functional area by utilizing advanced knowledge of company products, services, policies, procedures, and account resolution systems when communicating with delinquent customers. You will receive direction from supervisors and escalate non-routine questions to more experienced Account Resolution individuals. Additionally, you will interact with your immediate team and the Account Resolution functional area on a wider range of information, as well as with internal and external customers.

Responsibilities

• Perform moderately complex customer support tasks when evaluating customer situations to provide relevant solutions.
• Proactively seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances.
• Support Account Resolution functional area as an experienced Account Resolution Representative by utilizing advanced knowledge of company products, services, policies, procedures, and account resolution systems.
• Receive direction from supervisors and escalate non-routine questions to more experienced Account Resolution individuals.
• Refer more complex issues to more experienced Account Resolution Representatives.
• Interact with immediate team and Account Resolution functional area on a wider range of information, as well as internal and external customers.

Requirements

• 2+ years 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.
• Bilingual speaking and reading proficiency in Spanish/English.

Nice-to-haves

• Ability to manage to production goals, deadlines, and various metrics.
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information.
• Intermediate Microsoft Office skills.
• Ability to negotiate, influence, and collaborate to build successful relationships.
• Ability to work effectively in a team environment.
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment.
• Customer service focus with the ability to listen to customer needs and recommend solutions.
• Excellent verbal, written, and interpersonal communication skills.
• Good analytical skills with high attention to detail and accuracy.
• Solid conflict management and decision-making skills.
• Strong telephone etiquette skills.

Benefits

• $24.40 per hour compensation.
• Shift differential of 15% under the terms of the shift differential policy.
• 5% language differential under the terms of the language differential policy.
• Hybrid work schedule after successful completion of training requirements.