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 Apply tot his job