Fraud & Claims Operations Representative

Wells Fargo Bank•San Antonio, TX

1d•Onsite

About The Position

Wells Fargo is seeking Fraud & Claims Operations Representatives in Payment Card Fraud Detection 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
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
Excellent verbal, written, and interpersonal communications skills
Strong analytical and problem-solving skills with high attention to detail and accuracy

Nice To Haves

Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
Experience handling inbound and/or outbound phone calls in a high volume, high production environment
Fraud claims, detection, or prevention experience or banking financial operations experience
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Bilingual speaking, reading, and writing 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