Fraud & Claims Operations Representative

Wells Fargo • Charlotte, NC

4d • Hybrid

About The Position

At Wells Fargo, a Fraud & Claims Operations Representative is a front-line role in a high-volume call center, supporting customers through potential fraud situations. The role protects customers and the organization by identifying, investigating, and resolving fraud and claims in a fast-paced, high-volume call center environment. The representative engages directly with customers to handle sensitive situations, analyze account activity, and make informed decisions across multiple claim types.

The representative manages moderately complex fraud and claims cases, oversees assigned cases through resolution, and communicates with customers through voice and non-voice functions. The role requires balancing customer experience, risk, and regulatory requirements while partnering with internal teams and stakeholders to support end-to-end investigations.

The position is based on-site at the posted Charlotte location, with a hybrid schedule. Work is Monday through Friday, with a start time between 8:00 a.m. and 5:00 p.m. EST. Employees must attend the full required training period and be able to work additional hours as needed.

Requirements

• At least 1 year of customer service support experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination of these.
• For PHL only: at least 1 year of experience in financial services in a similar industry, such as a call center or international bank.
• Must be able to attend the full duration of the required training period.
• Ability to work additional hours as needed.
• Must work on-site at the posted location.

Nice To Haves

• Understanding of compliance and risk requirements in financial services or other regulated environments.
• Skill gathering, validating, and documenting customer and account information to support fraud and claims investigations in a call center environment.
• Experience analyzing account activity, identifying fraud indicators, and making sound risk-based decisions.
• Success navigating multiple systems, tools, and procedures in a high-volume environment while maintaining accuracy and quality.
• Customer interaction skills, including active listening, effective questioning, de-escalation, and accurate case documentation.
• Critical-thinking, problem-solving, and collaboration skills, including effective decision-making and adapting to changing priorities.
• Bilingual verbal proficiency in Spanish (optional).

Responsibilities

• Review customer information, account activity, and transactions to support fraud and claims investigations.
• Manage moderately complex fraud and claims cases across multiple claim types and prioritize work in a high-volume call center environment.
• Oversee assigned cases, apply critical thinking and sound judgment to determine next steps, and ensure accurate, timely resolution through voice and non-voice functions.
• Communicate clearly and professionally with customers, particularly in sensitive situations, to build understanding and trust.
• Navigate escalated or challenging interactions professionally while balancing customer experience, risk, and regulatory requirements.
• Partner with internal teams and stakeholders to resolve cases and support effective, end-to-end investigations.
• Maintain a strong understanding of fraud risk and apply it consistently when making informed, accurate decisions.
• Follow applicable policies and procedures and fulfill risk and compliance obligations, including escalation and remediation of issues.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed