Account Resolution Specialist 2

at Wells Fargo in Chandler, Arizona, United States

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

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; Cards, Retail and 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 consumer real estate customers of available solutions to resolve mortgage delinquencies.

Start a rewarding career with Wells Fargo today!

The Account Resolution Specialist is NOT a typical collections position. Your primary role will be to help our 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.


+ Entry level team member; generally is completing or has completed a collections training program or has equivalent experience.

+ Knowledgeable of company products and services, policies, procedures, collections systems and how to apply this knowledge when communicating with delinquent customers.

+ Understands State and Federal regulations governing collection practices.

+ Knowledgeable of how to interpret and document information from various sources within the company’s computer systems.

+ Uses auto-dial system to initiate customer contact and determine reason for delinquency; evaluates customers’ financial situations and negotiates terms of repayment to bring account current.

+ May be responsible for skip tracing and/ or collateral analysis.

+ Refers more complex issues to higher level staff.


+ Progressive Career Path: Account Resolution Specialist 1-4, 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% evening shift different if you work 4pm – 8pm

+ 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

+ Paid Training

*Targeted Start Date: August 26, 2021

Training will be Monday – Friday, 7:00 am – 4:00 pm MST – for 7 weeks

*Successful candidates must attend full duration of required training

Work Schedules (after training is completed)


Monday – Thursday 10:00 am MST – 7:00 pm MST (12:00 pm CST – 9:00 pm CST)


Monday – Thursday 9:00 am MST – 6:00 pm MST (11:00 am CST – 8:00 pm CST)

*Please Note: Schedules are available based on what is available when and if an offer of employment is made.


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

+ 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

+ Strong attention to detail and accuracy skills

+ Ability to work independently under stringent deadlines in a high volume/fast paced environment

+ Solid problem-solving skills

+ Collections experience

+ Knowledge and understanding of the Fair Debt Collection Privacy Act (FDCPA)

+ Bilingual in Spanish/English

+ Able to adapt well to an ever-changing environment

+ Experience working with an Auto-Dialer, Inbound and Outbound experience/ Call center experience

+ Demonstrated time management and organizational skills

+ Excellent computer and typing skills

+ Excellent problem solving and negotiations skills with direct customers

+ Experienced to regulations within a financial institution and/or credit policies

+ Proficient with multitasking and navigating amongst numerous systems, while documenting the System of record and carrying a conversation

+ Basic Microsoft Office skills

+ Good verbal, written, and interpersonal communication skills

Job Expectations

+ Must be able to attend full duration of required training period

+ 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.

Street Address

AZ-Chandler: 2850 S Price Road – Chandler, 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.

**Benefits S

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Job Posting: JC188016987

Posted On: Jul 17, 2021

Updated On: Aug 21, 2021