Associate Account Resolution Representative Cards - Bilingual

Wells Fargo - Salt Lake City, UT

Full-time - Entry Level

Hybrid - Salt Lake City, UT

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking an Associate Account Resolution Representative - Bilingual for Credit Card Collections. In this role, you will perform routine transactional tasks, such as taking inbound calls and making outbound calls by utilizing either an auto dialer or direct dial system to determine reason for delinquency. You will 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 basic Account Resolution related information, as well as internal and external customers.

Responsibilities

• Perform routine transactional tasks, such as taking inbound calls and making outbound calls.
• Determine reason for delinquency.
• Collect and negotiate terms of repayment on outstanding account balances.
• Utilize knowledge of company products, services, policies, procedures, and Account Resolution systems.
• Receive direction from supervisors and escalate questions and complex issues.
• Interact with immediate Account Resolution team and internal/external customers.

Requirements

• 6+ months of account resolution, customer contact, customer service, or sales environment experience.
• 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 and applications.
• Ability to negotiate, influence, and collaborate to build successful relationships.
• Ability to work effectively in a team environment.
• Ability to work effectively in a 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.
• Intermediate Microsoft Office skills.
• Solid conflict management and decision-making skills.
• Strong telephone etiquette skills.

Benefits

• $22.75 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.