Fraud & Claims Operations Representative- TFS/PCC

Wells Fargo Bank•Chandler, AZ

19h•Onsite

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Representative in Detection Operations 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 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
Excellent verbal, written, and interpersonal communication skills
Ability to perform in a fast-paced and high-pressure phone queue environment
Outstanding problem solving and decision-making skills
Basic Microsoft Office (Word, Excel, and Outlook) skills

Nice To Haves

Customer service focus with the ability to listen to customer needs and recommend solutions
Call center customer service experience in the financial services industry
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
Banking industry experience
Check negotiability experience
Bilingual speaking proficiency in Spanish/English

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