Fraud & Claims Operations Associate

Wells Fargo Bank•Charlotte, NC

1d•Hybrid

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Associate in Consumer & Small Business Banking providing coverage CSBB Operations. This role is part of the Fraud Alert Investigation & Resolution team, which plays a critical role in protecting Wells Fargo customers and the company from financial fraud. In this position, you will investigate, research, and resolve a wide range of fraud alerts and claims, including those involving ATM, debit card, credit card, deposit/check, ACH, online banking, wire transfer, and other payment-related fraud. The team also handles complex cases involving identity theft, account takeover, relationship fraud, and fraudulent account origination activity. Working in a fast-paced call center environment, team members partner closely with customers, branch teams, Personal Bankers, and other internal business groups when potential fraud is identified. Key responsibilities include reviewing suspicious activity, mitigating risk, assisting customers through the resolution process, conducting fraud investigations, and taking appropriate actions to protect customer accounts and Wells Fargo assets. This team serves as a critical line of defense against fraud, helping to minimize financial losses while delivering exceptional customer service during sensitive and often urgent situations.

Requirements

6+ months of Customer Service, Financial Services, Fraud, Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Minimum 6 months of experience in fraud investigations, fraud operations, claims processing, or a related risk management environment.
Working knowledge of check fraud, ACH fraud, account takeover, identity theft, and claims management processes.
Experience utilizing Wells Fargo systems and research tools, including Prevent, OIB, Nexidia, CIV, and Enterprise Complaints Portal.
Demonstrated leadership experience with a strong background in coaching, mentoring, training, and developing team members to improve performance, quality, and customer experience.
Experience serving as a subject matter expert (SME), team lead, peer mentor, or trainer, including assisting with onboarding, knowledge transfer, and process improvement initiatives.
Proven ability to provide real-time guidance, feedback, and support to team members in a fast-paced operational environment.
Strong analytical, investigative, and problem-solving skills with exceptional attention to detail and accuracy.
Excellent verbal, written, and interpersonal communication skills, with the ability to communicate effectively across all levels of the organization.

Responsibilities

Participate in researching and examining complex transactions and referrals in order to prevent and detect fraud activities, policy violations, and merchant disputes with low to high risk within fraud and claims functional area
Review complex transactions and referrals to prevent and detect fraud activities, policy violations, and merchant disputes in low to high risk tasks and deliverables
Receive direction and exercise judgment within defined parameters while developing an understanding of investigative techniques and all facets of portfolios serviced by the division to quickly examine information and determine liability as well as impact of each case
Provide financial or business evidence and detailed data detecting patterns, trends, anomalies, and schemes in both transactions and relationships across multiple businesses or products to the more experienced management as well as specialists working within the team