Austin Matson
Tempe,AZ
Summary
Dedicated and detail-oriented account resolution professional with over 15 years of customer service experience and 7 years specializing in collections. Expertise in guiding clients through complex financial situations with empathy while aligning with organizational goals. Proficient in Microsoft Office, active listening, and collaborative problem-solving, consistently achieving results that help customers resolve delinquent accounts and avoid repossession. A strong commitment to fostering positive client relationships drives success in delivering tailored solutions that meet customer needs and business objectives.
Overview
9
9
years of professional experience
Work History
Senior Account Resolution Representative
Wells Fargo Auto
02.2023 - Current
- Guide customers through options after auto loan defaults, including repayment plans, vehicle sales, or voluntary returns.
- Collect and analyze information to assist repossession teams in locating vehicles.
- Ensure accurate account management by removing expired settlements in compliance with policy.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Learned and followed all organizational policies and procedures to maintain professional working environments.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Account Resolution Representative I–III
Wells Fargo Auto
01.2018 - 02.2023
- Delivered empathetic support to customers navigating loan delinquencies.
- Helped customers create repayment solutions to avoid repossession while minimizing financial risk to the bank.
- Consistently met performance targets for resolution efficiency and customer satisfaction.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain working environments.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Work Team Leader
MarketSource
10.2016 - 01.2018
- Oversaw inventory management, ensuring products were received, processed, and returned accurately.
- Trained and onboarded new employees to uphold service and sales standards.
- Maintained stock levels and supply readiness to maximize department efficiency.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established team priorities, maintained schedules and monitored performance.
Education
Associate of Arts -
Scottsdale Community College
Scottsdale, AZ05-2016
High School Diploma -
Chaparral High School
Scottsdale, AZ05-2009
Skills
- Skilled in customer relations and collections
- Detail-oriented account management
- Skilled in Microsoft Office applications
- Adaptive team player with collaborative problem-solving skills
- Effective interpersonal communication
- Adaptable learner with strong feedback application
- Proactive problem-solving
- Proactive risk identification and mitigation
- Problem-solving research skills
- Evaluation of operational processes
- Identifying and optimizing workflows
- Understanding of auto lending procedures
Awards & Recognition
Manager Spotlight Award — Wells Fargo (April 2025), Accelerate to Excellence Award — Wells Fargo (March 2024), Manager Spotlight Award — Wells Fargo (February 2024), Manager Spotlight Award — Wells Fargo (August 2022)
Timeline
Senior Account Resolution Representative
Wells Fargo Auto
02.2023 - Current
Account Resolution Representative I–III
Wells Fargo Auto
01.2018 - 02.2023
Work Team Leader
MarketSource
10.2016 - 01.2018
Associate of Arts -
Scottsdale Community College
High School Diploma -
Chaparral High School