**About this role:** Wells Fargo is seeking a Senior Account Resolution Representative in Deposit Account Collections. Learn more about the career areas and business divisions at wellsfargojobs.com. **In this role, you will:** + Support performance of less experienced individuals and overall effectiveness of Account Resolution team by coordinating and monitoring daily activities + Provide feedback and present ideas for improving or implementing processes and tools within Account Resolution functional area + Perform complex transactional tasks, such as contacting customers to determine reason for payment delinquency and obtaining payment commitment by placing outbound calls which are no routine and require deviation from standard screens, scripts, and procedures + Provide subject matter expertise and interpretation of policies and procedures to less experienced Account Resolution individuals + Interact with immediate Account Resolution team, managers, and senior business leaders on wide range of Account Resolution related topics, as well as external customers **Required Qualifications:** + 4+ 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 **Desired Qualifications:** + Collections, recovery, or negotiations experience + Call center experience + Knowledge and understanding of deposit product (checking/savings) collections + Ability to provide strong customer service while actively listening and responding in an appropriate manner + Ability to navigate multiple computer system windows, applications, and utilize search tools to find information + Strong analytical skills with high attention to detail and accuracy + Strong risk management and compliance skills + Strong organizational, multi-tasking, and prioritizing skills + Intermediate troubleshooting and problem-solving skills + Ability to communicate confidentially and professionally + Wells Fargo Systems such as CACS and Hogan **Job Expectations:** + Schedules will be based on business need and will vary in start times with Monday-Friday being 8am-8pm EST and Saturdays/Sundays being 8am-5pm EST **Location:** 7711 Plantation Rd, ROANOKE, VA 24019-3224 **Posting End Date:** 19 Aug 2025 **_*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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) . **Drug and Alcohol Policy** Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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. **Req Number:** R-480520