Loan Servicing Representative - Auto Payments and Payoff Processing - Chandler, Arizona

About the position

Responsibilities

• Support the Payments and Payoff Processing team by following processes and ensuring service level agreements (SLAs) are met
• Review, research, analyze, problem solve, process, or respond to moderately complex administrative, transactional, operational, or customer support tasks, ensuring the interests of the company are protected
• Process payments and/or perform recovery functions
• Support other teams within the line of business, assisting with other responsibilities to meet overall business needs
• Regularly adapt to changes in processes and procedures
• Use relevant information and independent judgment to determine the root cause of issues
• Communicate with customers, title companies, insurers, dealerships, investors Departments of Motor Vehicles (DMVs), cross-business units, and other third parties
• May prepare cancellation requests and initiate workflows
• Identify opportunities for improvement within various areas within Loan Servicing and recommend solutions
• Provide Business Continuity Planning (BCP) for teams in other locations
• Assist in the development, review, and revision of department policy and procedures
• Provide excellent customer service at all points of contact
• Manage a pipeline of work from start to finish
• Receive direction from Loan Servicing supervisors
• May receive written inquiries, task requests, or handle in- and out-bound phone calls
• Provide guidance to less experienced peers
• Compile documentation and enter data into Wells Fargo systems with precision
• Escalate non-routine questions to more experienced individuals
• Some roles are in back-office groups with no customer interaction
• In titles roles, you may sign documents on behalf of Wells Fargo to affirm that the information provided is true

Requirements

• 2+ years of Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice-to-haves

• Prior experience within auto financial operations
• Financial services industry experience
• Experience in the automotive industry
• Knowledge and understanding of auto policies and procedures
• Ability to accurately document account data and information as well as identify inaccuracies
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Effective independent judgement and critical thinking skills
• Ability to prioritize work, meet deadlines/service level agreements (SLAs), achieve goals, and work under pressure in a dynamic and complex environment
• Excellent verbal, written, and interpersonal communication skills
• Ability to work in a fast-paced, team environment with excellent attention to detail and quality standards
• Knowledge and understanding of bankruptcy
• Ability to work effectively, as well as independently, and adapt to working a variety of different tasks
• Ability to negotiate, influence, collaborate, and facilitate issue resolution with both internal and external parties
• Strong telephone etiquette skills, including proficiency in managing both inbound and outbound calls
• Prior experience with auto titles
• Systems experience to include CARS, iTop, ICMP, iRepo, Auto IMS, Workflow, Vantage (CEO), Vista Plus, or the equivalent
• Ability to manage a high-volume pipeline of work from assignment to completion
• Knowledge and understanding of risk and compliance
• Intermediate Microsoft Office skills, including Excel
• Strong organizational, multi-tasking, time management, and prioritizing skills
• Flexibility and the ability to embrace change with enthusiasm
• Military experience resolving complex issues via written or verbal communication, including but not limited to: supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers

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