Fraud & Claims Operations Representative

Wells Fargo Bank • San Antonio, TX

2d • Onsite

About The Position

Wells Fargo is seeking Fraud & Claims Operations Representatives in Payment Card Fraud Detection as part of Fraud & Claims Management. Learn more about our career areas and business divisions at wellsfargojobs.com In this role, you will: 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

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
• Training is Monday - Friday 8 AM - 5 PM CST Mandatory 6 Weeks onsite
• Sunday - Thursday 2 PM - 11 PM CST (Days off: Friday & Saturday) or Tuesday - Saturday 2 PM - 11 PM CST (Days off: Sunday & Monday)
• Schedule may be eligible for a shift differential under the terms of the shift differential policy
• Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays

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