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Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website .
Market Job Description
About the Role
The role of a Collections Team Lead is to assist our customers be financially stable by providing payment options that will help their accounts be current. Collections Team Leads are empowered to provide specific payment programs to negotiate for full payment or create terms of payment with customers. They should adhere to operational, procedural, and regulatory laws and processes.
Interacts with customers by telephone to provide and/or gather more complex information and determine reason for delinquency
Evaluates customers' financial situation and negotiates for full payment or creates terms for repayment
Keeps record of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Handles the most complex collection inquires and/or concerns; makes decisions about acceptance/return of partial payments
Adheres to the laid down quality metrics/processes/procedures for his/her area of work and advise on process improvement and innovation
Keep oneself abreast with the latest changes in government regulations/internal processes or procedures/product
May skip trace to find and collect of late stage delinquent or even charge off accounts; may be responsible for collateral analysis
Specializes in one or more collections areas in which legal action may be necessary including but not limited to probate, bankruptcy, foreclosure or repossession
Market Skills and Certifications
At least 5 year call center experience and voice process
At least 2 year tenure with previous companies supported (single, not combined tenure)
At least 4 year collections background for a bank/financials
Collections recovery experience is required
Strong organizational, written and verbal communication, problem solving and interpersonal skills with all types of customers.
Knowledge of bank regulations/compliance, policies, process and procedures.
Financial background or familiar with Consumer Credit Servicing group
Collections background with knowledge in pre-charge to charge off delinquency
Knowledge of collections state laws like FDCPA, Regulatory disclosures, TCPA, etc.
Skip Trace knowledge
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
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 Operations 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. Operations teams perform bank operation processes across divisions of Consumer Banking, Wholesale Ops, Wealth & Investment Management (WIM), Payments, Virtual Solutions & Innovation (PVSI) and Community banking .