Fraud & Claims Operations Representative - Bilingual

Wells Fargo & Company • San Antonio, TX

20h • 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 customer authentication to prevent fraudulent activity. Representatives will perform moderately complex customer support tasks, utilizing strong communication skills to establish rapport and deescalate sensitive situations while resolving claims. The position requires overseeing multiple claim types, taking appropriate action to decision cases using various systems and applications, and potentially contacting third parties for research. The representative will receive direction from a supervisor and interact with their 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
• Bilingual speaking and listening proficiency in Spanish/English

Nice To Haves

• Bilingual speaking, reading, and writing proficiency in Spanish/English
• 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
• 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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees