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.
Wells Fargo's Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending, Auto, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services.
The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices as well as online and digital channels.
Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, direct auto, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts. Responsible for the day-to-day operations of a team of account resolution specialists. Plans, directs, supervises and evaluates work flow. Coordinates work activities to achieve the volume expected to meet operational requirements while ensuring your team delivers exceptional service. Recommends operational improvements. Responsible for day-to-day application of policies and procedures.
Monitors performance of team members according to established standards and conducts performance evaluations. Trains and coaches staff. May make hiring decisions. Job duties may include:
Handles escalated calls from team members and may initiate outbound calls and receive inbound calls when needed
Effectively communicates corporate and department objectives on a regular basis
Motivates and creates a positive working environment to achieve productivity and performance standards
Trains and coaches team members to support the business objectives of the department
Prepares performance appraisals and provides feedback
Assesses team member development needs and monitors team member performance
Work week will be Sunday-Thursday and include working one late night per week until 9 pm. You may be required to work on some holidays to support the business needs.
Must be able to pass the Spanish Speaking Proficiency Exam administered by a third party vendor and able to service customers in both English and the foreign language. Eligible for a 5% language differential.
As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your employees feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks.
4+ years of experience in one or a combination of the following: customer contact, customer service, or sales environment, including 2+ years of collections experience
1+ year of team leadership or supervisory experience
Bilingual speaking proficiency in Spanish/English
Ability to manage to production goals, deadlines, and various metrics
A demonstrated focus on coaching, mentoring and guiding team member development
Solid conflict management and decision making skills
Strong analytical skills with high attention to detail and accuracy
Strong organizational, multi-tasking, and prioritizing skills
Ability to motivate and provide performance feedback to staff
Ability to work nights, weekends, and/or holidays as needed or scheduled
Must take and pass required Spanish language assessment
NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
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: 5556639
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