Account Resolution Senior Manager

About this role:

Wells Fargo is seeking an Account Resolution Senior Manager supporting our Auto Collections Team for our Auto Operations. This leader will drive to build and maintain a culture of operational excellence.

Auto Operations is focused on our Imperative of Being Well Managed, Making Auto Operations the Best Place to Work, Saving Customers Time and Money, and Achieving Great Economic Outcomes. 

Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Manage several Account Resolution areas and develop teams of individual contributors and managers in roles with moderate complexity and risk to accomplish goals
• Engage and influence stakeholders, internal partners, and peers associated with the function to support business goals and Account Resolution objectives
• Identify and recommend opportunities for Account Resolution process improvement and risk control development by analyzing service standards, market trends, and emerging issues to develop new business strategies
• Determine appropriate strategies and actions of Account Resolution team to meet moderate to high-risk deliverables
• Interpret and develop policies, as well as procedures for ensuring overall compliance with government regulations and company policies for business functions
• Collaborate with and influence teams across all levels, including managers
• Interact directly with external customers
• Manage allocation of people and financial resources to ensure commitments are met and aligned with strategic objectives in Account Resolution functional area
• Develop and guide a culture of talent development for Account Resolution functional area to meet business objectives and strategy

Required Qualifications:

• 6+ 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
• 3+ years management or leadership experience

Desired Qualifications:

• 5+ years’ experience in auto customer support services and/or collections
• 3+ years’ experience in managing and motivating frontline operational teams including experience in managing leaders
• Strong risk management and compliance skills
• Strong attention to detail and analytic aptitude
• Ability to achieve high production and quality standards
• Experience leading in a fast paced, demanding, and deadline driven environment while maintaining employee engagement
• Ability to assess current processes/procedures and make recommendations for efficiency.
• Experience in executing on initiatives with broad impact which are designed to mitigate current and emerging business risk issues and concerns
• Meeting facilitation experience in leading discussions that result in consensus and commitment
• Ability build and maintain a culture of operational excellence
• Ability to handle multiple important projects simultaneously
• Have a high sense of personal accountability.
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• This position offers a hybrid work schedule

• Required location listed

• Relocation assistance is not available for this position

Posting Location:

• 6051/6061 N. State Hwy. 161, Irving, TX

Position Not eligible for Visa sponsorship.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.