Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.
At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.
Senior level role responsible for providing quality customer experience while working to collect and negotiate terms of repayment on non-routine complex/specialized outstanding account balances. Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls utilizing an auto-dialer or direct dial system to initiate customer contact and determine reason for delinquency and to obtain payment commitment. Provides exceptional service while being empathetic when evaluating unique customers situation to provide relevant solutions. Makes decisions about acceptance/return of partial payments. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Handles most complex escalated collection inquiries and issues. May assist with compiling statistical reports and other special projects.
This is NOT a typical collections position. Your primary role will be to help your customers find solutions to maintain homeownership and financial stability. We work closely with borrowers to provide solutions for bringing home mortgage accounts up-to-date. Imagine a fast-paced environment where you will have the opportunity to provide outstanding service and make a difference in the lives of our customers! In this position, you will be responsible for taking inbound and placing outbound calls and must be able to sit for extended periods of time wearing a telephone headset.
Our Default Servicing team engages, understands and advises consumer real estate customers of available solutions to resolve mortgage delinquencies.
Senior level role responsible for providing quality customer experience while working to collect and negotiate terms of repayment on non-routine complex/specialized outstanding account balances. Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls utilizing an autodialer or direct dial system to initiate customer contact and determine reason for delinquency and to obtain payment commitment. Provides exceptional service while being empathetic when evaluating unique customers situation to provide relevant solutions. Makes decisions about acceptance/return of partial payments. Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Handles most complex escalated collection inquiries and issues. May assist with compiling statistical reports and other special projects.
Job responsibilities may include:
Partner with the customer to help determine the reason for their account delinquency and evaluate the customer's financial situation; negotiate for full payment or create terms for repayment.
Consistently learn and apply operational policies and State & Federal regulations governing collection practices.
Have structured workdays with all your calls monitored for quality and accuracy; demonstrate strong organizational and time management skills, in order to achieve department productivity metrics.
Complete other duties as assigned by leadership.
* * * GREAT CAREER ADVANCEMENT OPPORTUNIITIES!!! * * *
Progressive Career Path: Account Resolution Specialist 3-4, Team Lead, Supervisor, and Manager! Account Resolution Specialist have also moved on to risk, quality assurance, implementation, loan administration, etc.
Salary: Highly Competitive Salary! 15% shift differential if you work 2nd shift!
401k: 6% company match!
Personal Time Off: New team members will receive 18 days paid time off PLUS 10 paid Holidays!
SHARE Team Member Referral Program: Refer an external candidate that turns in to a full-time team member (30 or more hours) and receive a $1000 referral bonus!!
Tuition Reimbursement Opportunity!
Medical, Dental, Vision!
Training: Paid training
*** Anticipated Start Dates: June 11th, 2020 & July 16th, 2020 ***
*** Training Hours: Monday - Friday (8:00am-5:00pm) for 7 weeks (Attendance is mandatory during training period)
***NOTE: Schedules are available based on what is available when and if an offer of employment is made.
A PRE-EMPLOYMENT ASSESSMENT IS REQUIRED FOR THIS POSITION. AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS.
3+ years of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience including 1+ year of collections experience
Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting
Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management
Experience working with military protocol and instructions, enlisted evaluations, officer/leadership reporting, and assistance with keeping military personnel combat-ready and effective
Other Desired Qualifications
Intermediate Microsoft Office skills
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
Excellent verbal, written, and interpersonal communication skills
Good analytical skills with high attention to detail and accuracy
Strong telephone etiquette skills
Ability to negotiate, influence, and collaborate to build successful relationships
Customer service focus with the ability to listen to customer needs and recommend solutions
Solid conflict management and decision making skills
Ability to work effectively in a team environment
Ability to manage to production goals, deadlines, and various metrics
Ability to work effectively in structured but flexible, adaptable and changing, call center environment
Mortgage industry experience
Exposure to Wells Fargo MSP (Mortgage Servicing Platform) application
Bilingual in Spanish/English
This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
TX-San Antonio: 4101 Wiseman Blvd - San Antonio, TX
All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Internal Number: 5544015
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo