Fraud & Claims Operations Consultant

Wells Fargo•Chandler, AZ

1d•Hybrid

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Consultant in Commercial & Corporate Banking Payments Fraud (CCBPF) as part of Enterprise Functions. Learn more about the career areas and lines of business at wellsfargojobs.com. With a few contact centers on each coast, this group provides fraud prevention consultation via phone support and email channels to eCommerce application end-users and their respective IT personnel, as well as assisting internal customers, which includes customer service, sales officers, relationship managers, product management and technology/operations. In this role, you will: Identify and investigate complex financial crime transactions/referrals with moderate to high risk. Investigate potential financial crime fraud scenarios directly with the end-user by confirming various aspects of login activity, or money movement transactional activity. Determine case liability and impact. Prepare required documentation and refers to appropriate departments and/or business leaders. Act as a liaison between customer and internal parties (fraud prevention investigations, customer service officer, relationship manager, sales officer, product support, and application technology development groups) to coordinate satisfactory resolution. Provide technical assistance related to infected/compromised end-user’s workstation/network infrastructure, or mobile device. Intermediate level of technical support for eCommerce products and functionality, including but not limited to network connectivity, internet browser troubleshooting/display issues, transactional inconsistencies and out of pattern activity. Consult and provide service to customers regarding different types of phishing emails, social engineering, malware variants, account takeover, and cyber threats. Provide best practices to prevent a compromised online session, unauthorized money movement activity, or malicious software intrusions. Provide dual custody guidance to reduce company’s online fraud risk, and the establishment of new user credentials. Perform case management, investigation, and research for customers related to eCommerce products. Proactively work with the impacted end-user and ensures proper resolution through tracking, monitoring, and necessary actions/escalations.

Requirements

2+ years of Fraud, Investigations of Fraud, Claim Transactions or Policy Violations, Risk Management, or Compliance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ year of experience working with global payments and money movements including wires, ACH, and real time payments

Nice To Haves

Advanced knowledge of eCommerce and/or Treasury Management products
Commercial and corporate payments experience
Experience working with customers over the phone and/or previous call center experience
Online fraud experience dealing with money movement transactions
Experience with account takeover fraud investigation
Experience with malware and/or session compromise
CFE (Certified Fraud Examiner)

Responsibilities

Identify and investigate complex financial crime transactions/referrals with moderate to high risk.
Investigate potential financial crime fraud scenarios directly with the end-user by confirming various aspects of login activity, or money movement transactional activity.
Determine case liability and impact.
Prepare required documentation and refers to appropriate departments and/or business leaders.
Act as a liaison between customer and internal parties (fraud prevention investigations, customer service officer, relationship manager, sales officer, product support, and application technology development groups) to coordinate satisfactory resolution.
Provide technical assistance related to infected/compromised end-user’s workstation/network infrastructure, or mobile device.
Intermediate level of technical support for eCommerce products and functionality, including but not limited to network connectivity, internet browser troubleshooting/display issues, transactional inconsistencies and out of pattern activity.
Consult and provide service to customers regarding different types of phishing emails, social engineering, malware variants, account takeover, and cyber threats.
Provide best practices to prevent a compromised online session, unauthorized money movement activity, or malicious software intrusions.
Provide dual custody guidance to reduce company’s online fraud risk, and the establishment of new user credentials.
Perform case management, investigation, and research for customers related to eCommerce products.
Proactively work with the impacted end-user and ensures proper resolution through tracking, monitoring, and necessary actions/escalations.