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Account Resolution Specialist 1

at Wells Fargo

Posted: 11/19/2020
Job Reference #: 18037714

Job Description

Job Description

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 Default Servicing team engages, understands and advises mortgage customers of available solutions to resolve mortgage delinquencies. 

Start a rewarding career with Wells Fargo today!

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.

* Fully qualified, seasoned customer service agent
* Advanced knowledge of company products and services, policies, procedures, collections systems and how to apply this knowledge when communicating with delinquent customers
* Utilizes an auto-dial or direct dial system to initiate customer contact and determines reason for delinquency
* Evaluates customers' financial situations and negotiates for full payment or creates terms for repayment
* May Skip-trace to find and collect on delinquent accounts
* May work on special projects
* May be required to compose written documents
* May be responsible for collateral analysis
* Refers more complex issues to higher level staff
* 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

Hours/Schedule: Monday-Friday 11a-8p

Department hours of operation are: The call center is open Monday - Friday from 7:00 a.m. to 8:00 p.m. and on Saturday from 6am-3pm. 

Hours/Days may change due to business needs.

Expected Start Date/Training Class to begin: January 7, 2021
Training Schedule: 8:00 a.m. to 5:00 p.m. M - F for 8 weeks for training
(Attendance is mandatory during training period)


* You will have opportunities to participate in programs established to help you achieve your career and development goals.
* Progressive Career Path: Account Resolution Specialist 2, Account Resolution Specialist 3, Account Resolution Specialist 4, Account Resolution Team Lead, Account Resolution Team Manager.
* Salary - Highly Competitive Salary! Some schedules offer a 15% shift differential, based on hours worked after 4 pm. 
* Benefit packages include Medical, Dental and Vision Plans for team member and family!
* 401k - up to 6% company match! 
* New Team members may be eligible to receive up to 30 paid days off annually, to include 10 bank holidays and 2 personal holidays. 
* SHARE Team Member Referral Program 
* Tuition Reimbursement Opportunity!


Once your application is received, Wells Fargo will make initial contact with you via e-mail. Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile. If your contact information has changed, please update prior to applying to this position. 

Required Qualifications

  • 1+ year of experience in one or a combination of the following: collections, customer contact, customer service, or sales environment demonstrated through work or military experience; or an AA/AS degree or higher

Desired Qualifications

  • 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

* 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
* Bilingual speaking, reading, and writing proficiency in Spanish/English

Job Expectations

  • 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.
  • Ability to work nights, weekends, and/or holidays as needed or scheduled
  • Must be able to attend training and off-site office events outside office hours

Street Address

AZ-PHX-Northwest Phoenix: 11601 N Black Canyon Hwy - Phoenix, AZ


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.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!