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Senior account resolution representative

October 19, 2026

Senior Account Resolution Representative in Recovery Collections

Wells Fargo is seeking a Senior Account Resolution Representative in Recovery Collections. Learn more about the career areas and lines of business 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:

Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues.
Strong analytical skills with high attention to detail and accuracy.
Ability to take initiative and work independently with minimal supervision in a structured environment.
Recovery experience
Ability to manage to production goals, deadlines, and various metrics.
Exposure to Wells Fargo eCaR (Enterprise Collections and Recovery) system.
Ability to work effectively in structured but flexible, adaptable and changing, call center environment.
Knowledge and understanding of FDR (First Data Resources).

Job Expectations:

Training Schedule: Monday-Friday 8:00am - 5:00pm
Work Schedule: Monday - Friday 8:00am - 5:00pm with one weeknight required (based on business need) 11:00am - 8:00pm
Location: 800 S Jordan Creek Pkwy, West Des Moines, IA 50266
This position offers a hybrid schedule
Ability to provide and work from a home office.
Willingness to work on-site at stated location on the job opening.
This position is not eligible for Visa sponsorship.

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 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.

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

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

Wells Fargo Recruitment and Hiring Requirements:

Third-Party recordings are prohibited unless authorized by Wells Fargo.
Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Experience: 5 years required

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...