Account Resolution Specialist
Wells Fargo
Manila, National Capital Region
4d ago

Job Description

Use of this job is restricted to Consumer Lending and PVSI. Responsible for providing quality customer experience while working to collect and negotiate terms of repayment on complex / specialized outstanding account balances.

Works in a professional, customer-centric, and high volume environment; taking inbound calls; making outbound calls utilizing an auto-dialer or direct dial system to initiate customer contact and determine reason for delinquency.

Provides exceptional service while being empathetic when evaluating customers situation to provide relevant solutions in creating terms of repayment.

Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations. Refers more complex issues to a higher level Account Resolution Specialists.

May work on special projects / assignments as needed.

Market Skills and Certifications

Fully qualified, seasoned collector. Communicates mainly with business owners or its officers and handles business accounts with early stage of delinquency.

Uses auto-dial system to initiate customer contact. Educate customers on account status. Evaluate customers’ financial situations, determine reason for delinquency, and negotiate terms of repayment to bring account current.

Processes payment by phone information. May offer other payment options. May be responsible for skip tracing and collateral analysis.

May work on special projects.

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