Fraud & Claims Operations Representative - Bilingual
About The Position
Wells Fargo is seeking Fraud & Claims Operations Representatives in Payment Card Fraud Detection as part of Fraud & Claims Management. In this role, you will support the 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. You will perform moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to establish rapport with customers and to deescalate difficult, as well as sensitive information 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 receive direction from a supervisor and escalate questions or issues. You will interact with your immediate team and the functional area on a wider range of information, plus internal or external customers.
Requirements
- 1+ year of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Bilingual speaking and listening proficiency in Spanish/English
- Must be able to attend full duration of in-person required training period
- Must complete and pass required language assessment
- Ability to work additional hours as needed
- Must work on-site at the location posted
Nice To Haves
- Bilingual speaking, reading, and writing proficiency in Spanish/English
- Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
- Experience handling inbound and/or outbound phone calls in a high volume, high production environment
- Fraud claims, detection, or prevention experience or banking financial operations experience
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Excellent verbal, written, and interpersonal communications skills
- Strong analytical and problem-solving skills with high attention to detail and accuracy
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
Benefits
- Shift differential may be eligible under the terms of the shift differential policy
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
