Fraud & Claims Operations Representative - Inbound Call Center

Wells Fargo Bank • Chandler, AZ

7d • Onsite

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Representative in our Claims Assistance Center as part of Fraud & Claims Management. Learn more about the career areas and lines of business 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+ years of Customer Service 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

Nice To Haves

• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues
• Bilingual speaking proficiency in Spanish/English
• Call Center experience
• Ability to work effectively in structured but flexible, adaptable and changing work environment
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to follow policies, procedures, and regulations.
• Strong analytical skills with attention to detail and accuracy
• Basic Microsoft Office (Outlook, Word and Excel) skills
• Ability to make timely and independent judgment decisions while working in a fast-paced, high demand and results driven work environment
• Financial services experience
• Ability to manage to production goals, deadlines, and various metrics
• Knowledge and understanding of financial crime, fraud, or risk management

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