Fraud & Claims Operations Representative

Wells Fargo & Company • 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. This role involves supporting the fraud and claims functional area by proactively identifying opportunities to improve customer experience and mitigate risks through effective authentication of customers to prevent fraudulent activity. The representative will perform moderately complex customer support tasks, utilizing strong communication, verbal, and written skills to establish rapport with customers and deescalate difficult and sensitive information as part of resolving a claim. They will oversee multiple claim types, take appropriate action to decision cases using multiple systems and applications, and may contact third parties for research as needed. The position receives direction from a supervisor and interacts with the immediate team, functional area, and 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

• 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
• Excellent verbal, written, and interpersonal communications skills
• Strong analytical and problem-solving 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees