Fraud and Claims Operations Representative

Wells Fargo & Company • San Antonio, TX

1d • Onsite

About The Position

About this role: Wells Fargo is seeking a Fraud & Claims Operations Representative in Credit Card Non-Fraud as a part of Fraud & Claims Management. Find out why we’re the #1 financial services company to grow YOUR career. Apply today. In this role, you will: Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity Perform moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed Receive direction from supervisor and escalate questions or issues Interact with immediate team and functional area on wider range of information, plus internal or external customers

Requirements

• 1+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted

Nice To Haves

• Bilingual Spanish/English speaking and listening proficiency
• Experience in fraud claims, detection, prevention, or banking/financial operations
• High-volume inbound/outbound call handling experience in a production-driven environment
• Customer service experience resolving moderately complex issues using active listening and information gathering
• Ability to navigate multiple computer systems, applications, and search tools
• Ability to work effectively both independently and as part of a team in a results-driven environment
• Ability to manage an individual caseload and meet timeframe expectations analytical and problem‑solving skills
• High attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills
• Military experience resolving complex issues (e.g., supply actions, personnel records, benefits/pay inquiries, research tasks)

Responsibilities

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity
• Perform moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
• Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed
• Receive direction from supervisor and escalate questions or issues
• Interact with immediate team and functional area on wider range of information, plus internal or external customers

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed