WellsOne Commercial Card: Fraud Chargeback Representative

Wells Fargo & Company•Salt Lake City, UT

2d•$22 - $28•Hybrid

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative for the WellsOne Commercial Card Fraud Chargeback Team. The Fraud Chargeback Team processes fraud claims submitted by our Commercial Card cardholders for transactions posted to their credit card account. 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 detect and prevent fraudulent activity. You will perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim. You will 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. You will support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions. You will provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area. You will provide subject matter knowledge and interpretation of procedures to less experienced staff and interact with fraud and claims functional area on a wide range of information as well as with external customers. Additionally, you will review customer’s transactions/documentation to determine the chargeback rights available. You will use Visa & MasterCard chargeback rules and regulations to determine when to use a specific chargeback reason code and know which conditions must be met for that chargeback. You will determine if fraud dispute should be escalated to pre-arbitration and/or arbitration. You will determine when to file a compliance case and know which conditions must be met for that specific compliance reason. You will contact customers via email and/or phone to gather required information for fraud dispute filing. You will review accounts to detect potentially fraudulent activity and take appropriate action. You will review more complex/unique situations with senior department staff. You may review and implement procedures and training materials to maximize efficiency and customer service and to assure compliance with governmental regulations. You may participate in projects.

Requirements

2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Fraud chargeback filing experience
Experience with Visa Resolve Online and/or MasterCom
Intermediate level of experience with Microsoft Office products; specifically, Outlook and Excel.
Experience in credit card industry with Visa and Mastercard products
Knowledge of Visa and MasterCard Rules and Regulations
Strong analytical skills with high attention to detail and accuracy
Problem analysis and resolution skills
Strong organizational, multi-tasking and prioritizing skills
Ability to works well in a team environment with focus to work independently and manage own dispute caseload within timeframe expectations
Excellent verbal, written, and interpersonal communication skills
Experience with TSYS processing system
Commercial credit card experience
Treasury management experience
Strong computer skills with the aptitude to learn new systems quickly
Ability to navigate multiple computer systems, applications, and utilize search tools to find information

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 detect and prevent fraudulent activity
Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched 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
Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions
Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
Provide subject matter knowledge and interpretation of procedures to less experienced staff
Interact with fraud and claims functional area on a wide range of information as well as with external customers
Reviews customer’s transactions/documentation to determine the chargeback rights available.
Will use Visa & MasterCard chargeback rules and regulations to determine when to use a specific chargeback reason code and know which conditions must be met for that chargeback.
Will determine if fraud dispute should be escalated to pre-arbitration and/or arbitration.
Will determine when to file a compliance case and know which conditions must be met for that specific compliance reason.
Contacts customers via email and/or phone to gather required information for fraud dispute filing.
Reviews accounts to detect potentially fraudulent activity and take appropriate action.
Reviews more complex/unique situations with senior department staff.
May review and implement procedures and training materials to maximize efficiency and customer service and to assure compliance with governmental regulations.
May participate in projects.