Fraud & Claims Operations Representative

Wells Fargo•Chandler, AZ

2d•Hybrid

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Representative to support the Claims Assistance Center 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 customer 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 supervisor and escalate questions or issues. You will interact with immediate team and functional area on wider range of information, plus internal or external customers.

Requirements

1+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Ability to follow policies, procedures, and regulations.
Ability to work effectively in structured but flexible, adaptable and changing work environment
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Strong analytical skills with attention to detail and accuracy
Basic Microsoft Office (Outlook, Word and Excel) skills
Ability to make timely and independent judgment decisions while working in a fast-paced, high demand and results driven work environment
Ability to manage to production goals, deadlines, and various metrics
Must be able to attend full duration of required training period
Ability to work additional hours as needed
Must work on-site at the location posted
This position is not eligible for Visa sponsorship

Nice To Haves

Bilingual speaking proficiency in Spanish/English
Call Center experience
Financial services experience
Knowledge and understanding of financial crime, fraud, or risk management

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