Fraud & Claims Operations Representative

Wells Fargo & Company•Chandler, AZ

1d•Hybrid

About The Position

Wells Fargo is seeking a Fraud & Claims Operation Representative in New Account Fraud Originations as part of Deposit Specialty Detections. 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 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 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+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

1 year of experience in retail banking
Experience and knowledge with New Account Fraud Originations
1 year of experience handling check negotiability and validation
Experience using internal systems PREVENT, RMS/Lexis Nexus, OIB, and CCM
Solid understanding of banking regulations, compliance standards, policies, and operational procedures
Demonstrated ability to make sound, independent decisions in a fast-paced, results-oriented environment
Strong organizational skills with the ability to prioritize tasks, meet deadlines, and thrive under pressure in a dynamic setting
Proficient in working across multiple digital platforms, applications, and using advanced search tools to access information
Outstanding verbal, written, and interpersonal communication skills
Analytical mindset with exceptional attention to detail and accuracy
Ability to collaborate effectively within a team while also working independently when needed
Knowledge of fraud detection and customer fraud claim processes
Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

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