Fraud & Claims Operations Representative- Inbound Call Center
About The Position
Wells Fargo is seeking Fraud & Claims Operations Representatives in 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 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
Nice To Haves
- Call Center experience
- Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
- Bilingual speaking proficiency in Spanish/English
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Ability to work effectively in structured but flexible, adaptable and changing work environment
- Ability to make timely and independent judgment decisions while working in a fast-paced, high demand and results driven work environment
- Financial services experience
- Basic Microsoft Office (Outlook, Word, and Excel) skills
- Ability to manage to production goals, deadlines, and various metrics
- Ability to follow policies, procedures, and regulations
- Strong analytical 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
- Equal Opportunity Employer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
