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Account Resolution Specialist 2 - Hillsboro

Wells Fargo | Hillsboro OR 97124 USA | Full Time | Posted: 02/21/2020

Job Descriptiontop

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.

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.

With the Overdraft Account Resolution Specialist Team, you will:
  • Work in an environment that is professional, fun and energized with a casual dress code
  • Be responsible for providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances
  • Work in a professional, customer-centric, and high volume environment
  • Take inbound calls & make outbound calls utilizing an auto-dialer or direct dial system to determine reason for delinquency
  • Provide exceptional service while being empathetic when evaluating customers' situation to provide relevant solutions
  • Mitigate risk by adhering to all policies and procedures, as well as local, state and federal regulations. Refer more complex issues to a higher level Account Resolution Specialists

Job responsibilities may include:
  • Partnering with the customer to help determine the reason for their account delinquency and evaluating the customer's financial situation
  • Negotiating for full payment or creating terms for repayment
  • Consistently learning and applying operational policies and State & Federal regulations governing collection practices
  • Having structured workdays with all your calls monitored for quality and accuracy
  • Demonstrating strong organizational and time management skills, in order to achieve department productivity metrics
  • Completing other duties as assigned by leadership
Start date: Tuesday, March 31, 2020

Training (paid) 6 weeks, Monday - Friday 8:00am-5:00pm

Hourly rate: $18.50 - $19.00/hour (depending of experience) Requires 2 years of customer service experience

Typical Schedules offered after training: (subject to business need)  

Tuesday through Saturday - Tuesday-Thursday 12:00pm-9:00pm, Friday 9:00pm-6:00pm, Saturday 7:00am-3:30pm off Sunday and Monday

**15% shift differential offered from 4:00pm-9:00pm when working the 12:00pm-9:00pm shift

Location: Hillsboro, OR

You will have opportunities to participate in programs established to help you achieve your career and development goals.
  • Progressive Career Path: Account Resolution Specialist 1, 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 4:00pm.
  • 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.
  • 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

  • 2+ 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; or a BS/BA degree or higher

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

Job Expectations

  • Ability to work nights, weekends, and/or holidays as needed or scheduled
  • Must be able to attend full duration of required training period

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

OR-Hillsboro: Min: $31,400 Mid: $43,000


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.

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Location Hillsboro, OR, 97124, United States
Categories Accounting/Bookkeeping/Finance

Location Maptop

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Job Code 5534951

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