- Covers jobs responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
Job Description
About the Role :
The delinquency management group’s core responsibility is to collect all outstanding monetary receivables and
financial statements. The process involves contacting the borrower either by phone or through email to collect
the outstanding payments, fees, receivables, and financial statements. Possible Scope: EGS would make
scripted phone calls to borrowers to collect outstanding receivables and financials during the initial stages of
delinquency collection process (1-3 phone calls). Out-of-scope: Escalations will be handled by US team.
- Responsibilities:
- Update, analyze the company’s mortgage loan system of record and other systems with apt data
- Generate systems queries, as required/requested
- Complete tasks that require the review of reports, system data, loan documentation, and other collateral or loan
related information
- Support maintenance of department databases.
Essential Qualifications
- Excellent English comprehension skills and written skills (D)
- Good problem solving and analytical skills (D)
- Exhibits good mathematical and detail oriented skills (D)
- Working knowledge of MS Excel, MS Word (D); MS Access (P)
- Ability to accurately process high volumes of work within established deadlines (D)
- Ability to adapt to change (D)
- Flexibility towards work on different processes/assignments (D)
- Working with teams and be an active participant (D)
- Exhibits a commitment to the company (D)
- Ability to set priorities, plan and organize work (D)
- Demonstrates/maintains professional conduct under all circumstances (D)
- Ability to train and provide feedback to team members (P)
- Ability to communicate well with US counterparts in virtual environment (P)
- Ability to work independently and generate MIS reports for the department (P)
- Takes ownership for responsibilities (D)
- Motivates oneself and the team in achieving team goals (P)
- Need to have 2-3 yrs of experience.
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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.