Fraud & Claims Operations Representative

Wells Fargo & Company•Chandler, AZ

2d•Onsite

About The Position

Wells Fargo is seeking Fraud & Claims Operations Representatives for Detection Operations within Fraud and 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 to prevent fraudulent activity. You will perform moderately complex customer support tasks by utilizing solid communication, outbound calls, 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+ 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 4-week training period; training schedule is Monday - Friday 9:00 A.M. to 6:00 P.M. Eastern Time
Flexibility to work in a 24/7 environment, including weekends and holidays
Ability to work additional hours as needed
Must work on-site at the location posted
This position is not eligible for Visa sponsorship

Nice To Haves

1+ year of financial services experience, preferably within a branch banking environment
Check negotiability experience
Ability to handle challenging customer interactions with empathy, professionalism, and sound judgment while maintaining a positive customer experience
Ability to navigate multiple screens, applications, and search tools to find information
Ability to make independent decisions and use sound judgment in a fast-paced work environment
Strong analytical skills with high attention to detail and accuracy
Strong verbal, written, and interpersonal communication skills
Ability to manage multiple responsibilities and meet deadlines in a dynamic work environment

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, outbound calls, 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