Financial Collections Representative
Wells Fargo
Manila Philippines
3d ago

About Wells Fargo

Wells Fargo & Company (NYSE : WFC) is a diversified, community-based financial services company with $2.0 trillion in assets.

Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.

com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy.

With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No.

25 on Fortune’s 2017 rankings of America’s largest corporations. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially.

News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

About Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Operations, Risk Services and Knowledge Services.

EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.

Department Overview

The Business Services team across locations provides processing and voice support and to enable a follow-the-sun delivery model for Wells Fargo that would help us service our customers faster.

Business Services teams perform bank operation processes across divisions of WF Home Lending, Wholesale Ops, Wealth & Investment Management (WIM), PVSI & Community banking.

About the role

The objective of a collector is to assist our customers be financially stable by providing payment options that will help their accounts be current.

Collectors must always provide options depending on the customer needs and ability to pay. Collectors should also adhere to operational, procedural and regulatory laws and processes.

Responsibilities

  • Interact with customers by telephone to provide and / or gather more complex information and determine reason for delinquency
  • Evaluates customer’s financial situation and negotiates for full payment or creates terms for repayment
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints or comments, as well as actions taken
  • Entry level collector; 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 Collections staff.
  • Market Skills and Certifications

  • 1 3 years Collections experience
  • 1+ year experience in financial institution or portfolio
  • Completed 2nd year in College (without back subject)
  • Demonstrate ability to utilize negotiation skills, overcome objections, exude confidence in handling disputes, and work in a fast-paced environment
  • Knowledge of Collections state laws FDCPA, Mini Miranda and TCPA
  • Must be amenable to working night shift and shifting schedules
  • Must be amenable to work in Taguig
  • APAC

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