📌 Core Information
🔹 Job Title: Account Resolution Representative, Auto Division – Irving, Texas
🔹 Company: Wells Fargo
🔹 Location: Irving, Texas, United States
🔹 Job Type: Hybrid (On-site and Remote)
🔹 Category: Financial Services
🔹 Date Posted: July 7, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site (Hybrid)
🚀 Job Overview
Key aspects of this role include:
- Handling moderately complex customer support tasks and providing relevant solutions
- Taking inbound and outbound calls to determine reasons for delinquency and negotiate repayment terms
- Supporting the Account Resolution functional area with advanced knowledge of company products, services, policies, procedures, and account resolution systems
- Working in a fast-paced, high-demand, metric-driven call center environment
- Collaborating with internal and external customers, as well as immediate team members and the Account Resolution functional area
ASSUMPTION: This role requires strong communication, negotiation, and problem-solving skills, as well as the ability to manage multiple tasks and prioritize workloads effectively.
📋 Key Responsibilities
✅ Perform moderately complex customer support tasks and evaluate customer situations to provide relevant solutions
✅ Take inbound and outbound calls using an auto dialer or direct dial system to determine reasons for delinquency
✅ Proactively seek ways to improve the quality of customer experience by collecting and negotiating terms of repayment on outstanding account balances
✅ Support the Account Resolution functional area as an experienced Account Resolution Representative by utilizing advanced knowledge of company products, services, policies, procedures, and account resolution systems
✅ Receive direction from supervisors and escalate non-routine questions to more experienced Account Resolution individuals
✅ Interact with immediate team members and the Account Resolution functional area, as well as internal and external customers
ASSUMPTION: The role may involve handling sensitive customer information and requires a high level of professionalism and integrity.
🎯 Required Qualifications
Education: High school diploma or equivalent required
Experience: 2+ years of Account Resolution, customer contact, Customer Service, or Sales environment experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Required Skills:
- Strong communication, negotiation, and problem-solving skills
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
- Ability to follow policies and procedures, as well as federal, state, and company regulations
- Ability to exercise strong analytical skills and independent judgment to identify and resolve problems and mitigate risk
- Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism
- Proven ability to manage to production goals, deadlines, and various metrics
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Preferred Skills:
- Collections or recovery experience
- Experience working within an auto operations or account management environment
- Experience executing effectively in a fast-paced, high-demand, metric-driven call center environment
- Call center customer service experience in the financial services industry
- Experience working with the following systems: CARS, Enterprise Complaints Management Portal (ECMP), iTop
- Knowledge and understanding of skip tracing
- Bilingual speaking, reading, and writing proficiency in Spanish/English
ASSUMPTION: While not explicitly stated, a high school diploma or equivalent is likely required for this role.
💰 Compensation & Benefits
Salary Range: $35,000 - $45,000 per year (Estimated based on industry standards for similar roles and experience levels)
Benefits:
- Competitive salaries and a generous benefits package
- 401(k) plan with company match
- Health, dental, and vision insurance
- Paid time off and holidays
- Employee discounts on Wells Fargo products and services
- Tuition reimbursement and professional development opportunities
Working Hours: Hybrid work schedule with alternate weeks in-office. Department hours are Monday – Thursday from 7 AM – 9 PM, Friday from 7 AM to 7 PM, and Saturday from 7 AM to 4:30 PM central time. Specific work hours will be assigned prior to the end of training.
ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles and experience levels. The actual salary may vary depending on factors such as the candidate's specific qualifications, skills, and the company's internal compensation structure.
📌 Applicant Insights
🔍 Company Context
Industry: Financial Services. Wells Fargo is a diversified, community-based financial services company with approximately $1.9 trillion in assets. They offer banking, investment, and mortgage products and services, as well as consumer and commercial finance through more than 7,300 locations, 12,000 ATMs, the internet, and mobile banking.
Company Size: 10,001+ employees. As a large organization, Wells Fargo offers numerous opportunities for career growth and development.
Founded: 1852. Wells Fargo has a rich history and is one of the oldest and most established financial institutions in the United States.
Company Description:
- Wells Fargo's vision is to satisfy their customers' financial needs and help them succeed financially.
- The company provides services to one in three households in the United States and has offices in over 40 countries and territories to support customers who conduct business in the global economy.
- Wells Fargo is committed to diversity, inclusion, and equal opportunity, and welcomes applicants from all backgrounds.
Company Specialties:
- Business Banking
- Wholesale banking
- Mortgage
- Consumer Finance
- Commercial Finance
Company Website: Wells Fargo
ASSUMPTION: Wells Fargo is a well-established and reputable financial institution with a strong commitment to customer service and community involvement.
📊 Role Analysis
Career Level: Mid-level. This role requires 2+ years of experience and offers opportunities for career growth within the Account Resolution team and the broader Consumer Lending business.
Reporting Structure: The Account Resolution Representative will report to a Team Lead or Supervisor within the Account Resolution team and may collaborate with other teams within the Consumer Lending business.
Work Arrangement: Hybrid. The role requires working on-site at the location posted for alternate weeks, with the remaining weeks working remotely.
Growth Opportunities:
- Progression within the Account Resolution team to more senior roles or team lead positions
- Transition to other teams within the Consumer Lending business, such as Early-Stage, Mid-Stage, Late-Stage, Customer Assistance Team (CAT), Loss Prevention, Loss Recovery, Late-Stage Compliance, or Early Payment Default (EPD)
- Career development through Wells Fargo's tuition reimbursement and professional development opportunities
ASSUMPTION: The role offers opportunities for career growth and development within the Account Resolution team and the broader Consumer Lending business.
🌍 Location & Work Environment
Office Type: Hybrid. The role requires working on-site at the location posted for alternate weeks, with the remaining weeks working remotely.
Office Location(s): 6051/6061 N State Hwy 161 – Irving, Texas 75038. New site location: 401 W Las Colinas Blvd – Irving, Texas 75039. Move expected within 2025, additional details will be provided.
Geographic Context:
- The Irving, Texas office is located in the Dallas-Fort Worth metro area, which offers a diverse range of cultural, recreational, and entertainment opportunities.
- The area has a humid subtropical climate, with hot summers and mild winters.
- The cost of living in Irving is generally lower than in other major metropolitan areas in the United States.
Work Schedule: Hybrid work schedule with alternate weeks in-office. Department hours are Monday – Thursday from 7 AM – 9 PM, Friday from 7 AM to 7 PM, and Saturday from 7 AM to 4:30 PM central time. Specific work hours will be assigned prior to the end of training.
ASSUMPTION: The hybrid work arrangement offers flexibility and work-life balance, allowing employees to work remotely for part of the week.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-person or virtual interview with the hiring manager or team lead
- Background check and drug test (if required)
- Final decision and offer
Key Assessment Areas:
- Customer service skills and experience
- Communication and negotiation skills
- Problem-solving and analytical skills
- Ability to work in a fast-paced, high-demand, metric-driven call center environment
- Knowledge of account resolution systems and processes
Application Tips:
- Highlight relevant experience and skills in your resume, focusing on customer service, negotiation, and problem-solving
- Prepare for behavioral interview questions that focus on your experience handling customer inquiries and resolving issues
- Demonstrate your ability to work effectively in a team environment and adapt to a fast-paced, metric-driven call center environment
- Research Wells Fargo's company culture and values to show your fit for the organization
ATS Keywords: Account Resolution, Customer Service, Negotiation, Problem Solving, Call Center, Financial Services, Collections, Account Management, Bilingual, Skip Tracing
ASSUMPTION: The application process may take several weeks, and communication from Wells Fargo regarding the status of your application may be limited.
🛠️ Tools & Technologies
- CARS (Customer Account Resolution System)
- Enterprise Complaints Management Portal (ECMP)
- iTop
- Auto dialer or direct dial system
- Multiple computer system windows and applications
ASSUMPTION: The role may require the use of additional tools and technologies specific to the Account Resolution functional area and the Consumer Lending business.
👔 Cultural Fit Considerations
Company Values:
- Putting our customers' needs first
- Acting with integrity
- Respecting and valuing each other
- Delivering excellence
- Taking responsibility
Work Style:
- Collaborative and team-oriented
- Adaptable and flexible
- Results-driven and metrics-focused
- Customer-centric and solution-oriented
Self-Assessment Questions:
- Do you have strong communication, negotiation, and problem-solving skills?
- Are you comfortable working in a fast-paced, high-demand, metric-driven call center environment?
- Do you have experience handling customer inquiries and resolving issues in a financial services setting?
- Are you able to work effectively in a team environment and collaborate with other teams within the Consumer Lending business?
ASSUMPTION: Wells Fargo values employees who are customer-focused, collaborative, and results-driven, with a strong commitment to integrity and excellence.
⚠️ Potential Challenges
- The role may involve handling sensitive customer information and requires a high level of professionalism and integrity
- The work environment is fast-paced, high-demand, and metric-driven, which may be challenging for some individuals
- The role may require working additional hours as needed, including evenings, weekends, and holidays
- The hybrid work arrangement may require commuting to the office for alternate weeks
- The role may involve handling difficult customer situations and requires strong communication, negotiation, and problem-solving skills
ASSUMPTION: The role may present unique challenges that require strong communication, negotiation, problem-solving, and adaptability skills.
📈 Similar Roles Comparison
- Account Resolution Representative vs. Customer Service Representative: The Account Resolution Representative role focuses on resolving customer account issues and negotiating repayment terms, while the Customer Service Representative role is more general and may involve a broader range of customer inquiries and support
- Financial Services Industry Context: The role is specific to the financial services industry and requires knowledge of account resolution systems, processes, and regulations
- Career Path Comparison: The role offers opportunities for career growth and development within the Account Resolution team and the broader Consumer Lending business, with potential progression to more senior roles or team lead positions
ASSUMPTION: The role is unique within the financial services industry and offers opportunities for career growth and development within the Account Resolution team and the broader Consumer Lending business.
📝 Sample Projects
- Negotiating repayment terms with customers to resolve outstanding account balances
- Handling customer inquiries and resolving issues related to auto loans and leases
- Collaborating with other teams within the Consumer Lending business to address customer concerns and resolve issues
- Developing and implementing process improvements to enhance the customer experience and increase efficiency
ASSUMPTION: The role may involve a wide range of projects and initiatives specific to the Account Resolution functional area and the Consumer Lending business.
❓ Key Questions to Ask During Interview
- What are the most challenging aspects of the role, and how can I best prepare for them?
- How does the team collaborate and support each other in a fast-paced, high-demand, metric-driven call center environment?
- What opportunities are there for career growth and development within the Account Resolution team and the broader Consumer Lending business?
- How does the company support work-life balance for employees working in a hybrid arrangement?
- What are the most important qualities and skills for success in this role, and how can I demonstrate them during the interview process?
ASSUMPTION: Asking thoughtful and insightful questions during the interview process demonstrates your interest in the role and commitment to success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through Wells Fargo Jobs
- Customize your resume to highlight relevant experience and skills, focusing on customer service, negotiation, and problem-solving
- Prepare a cover letter that explains your interest in the role and how your skills and experience make you a strong fit
- If applicable, prepare examples or a portfolio showcasing your experience with account resolution, customer service, or related fields
- Follow up with the hiring manager or team lead one week after submitting your application to inquire about the status of your application
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
