Fraud & Claims Operations Representative

Wells Fargo Bank•San Antonio, TX

4d•Hybrid

About The Position

At Wells Fargo, a Fraud & Claims Operations Representative is a front-line role in a high-volume call center supporting customers through potential fraud situations, specifically Credit Card Non-Fraud, as part of Fraud & Claims Management. The representative protects customers and the organization by identifying, investigating, and resolving fraud and claims in a fast-paced environment. The role involves direct customer engagement in sensitive situations, analysis of account activity, and decision-making across multiple claim types. The position includes six weeks of required paid training, Monday through Friday, 8:00 a.m. to 5:00 p.m., beginning January 11, 2027. Training is in office, and the full duration must be attended. After training, assigned schedules fall within business operating hours of 8:00 a.m. to 9:00 p.m. The position follows a hybrid schedule of one week in office and one week remote, at the posted location. Additional hours may be required, and visa sponsorship is not available.

Requirements

At least 1 year of customer service support experience, or equivalent demonstrated through work experience, training, military experience, or education.
Must attend the full duration of the required six-week training program.
Ability to work additional hours as needed.
Must work on-site at the posted location as required by the training and hybrid schedule.
Ability to work an assigned schedule within business operating hours of 8:00 a.m. to 9:00 p.m. after training.

Nice To Haves

Experience in fraud claims, detection, prevention, or banking/financial operations.
Experience supporting credit card fraud investigations and fraud investigations.
Experience managing high call volumes and production-based workloads while maintaining accuracy, quality, and adherence to established procedures.
Customer service experience resolving moderately complex issues using active listening and information gathering.
Ability to navigate multiple computer systems, applications, and search tools, including VROL, Dash, CSS, and XPM.
Ability to work effectively independently and as part of a team in a results-driven environment.
Ability to manage an individual caseload and meet timeframe expectations.
Critical thinking and analytical skills to evaluate complex or ambiguous situations, identify risks, and determine appropriate actions.
Excellent verbal, written, and interpersonal communication skills, including the ability to explain complex information clearly to customers and business partners.
Attention to detail when reviewing account activity, analyzing transaction patterns, and identifying suspicious or potentially fraudulent activity.
Experience managing multiple priorities in a high-volume, fast-paced environment while maintaining accuracy, urgency, and adaptability.
Understanding of compliance and risk requirements in financial services or other regulated environments.
Skill gathering, validating, and documenting customer and account information to support fraud and claims investigations in a call center environment.
Experience analyzing account activity, identifying fraud indicators, and making sound risk-based decisions.
Experience navigating multiple systems, tools, and procedures in a high-volume environment while maintaining accuracy and quality.
Customer interaction skills, including active listening, effective questioning, de-escalation, and accurate case documentation.
Critical thinking, problem-solving, and collaboration skills, including effective decision-making and adapting to changing priorities.
Bilingual verbal proficiency in Spanish (optional).

Responsibilities

Review customer information, account activity, and transactions to support fraud and claims investigations.
Manage moderately complex fraud and claims cases across multiple claim types, prioritizing work effectively in a high-volume call center environment.
Oversee assigned cases, use critical thinking and sound judgment to determine next steps, and ensure accurate, timely resolution through voice and non-voice functions.
Communicate clearly and professionally with customers, particularly in sensitive situations, to build understanding and trust.
Navigate escalated or challenging interactions professionally while balancing customer experience, risk, and regulatory requirements.
Partner with internal teams and stakeholders to resolve cases and support end-to-end investigations.
Maintain an understanding of fraud risk and apply it consistently to make informed, accurate decisions.
Follow applicable Wells Fargo policies and procedures and fulfill risk and compliance obligations, including timely escalation and remediation of issues.