Fraud & Claims Operations Representative

Wells Fargo•San Antonio, TX

6d•Hybrid

About The Position

At Wells Fargo, the Fraud & Claims Operations Representative is a front-line role in a high-volume call center supporting customers through potential fraud situations involving Credit Card Non-Fraud as part of Fraud & Claims Management. The role protects customers and the organization by identifying, investigating, and resolving fraud and claims. It involves direct customer engagement in sensitive situations, analysis of account activity, and informed decision-making across multiple claim types. The representative reviews customer information, account activity, and transactions; manages moderately complex cases; and oversees assigned cases through voice and non-voice functions to ensure accurate and timely resolution. The role requires clear and professional communication, sound judgment, collaboration with internal teams, and consistent attention to fraud risk, customer experience, and regulatory requirements. The position is hybrid, with one week in the office followed by one week remote, and is available only at the posted location. Required training begins January 11, 2027, and consists of six weeks of paid, in-office training, Monday through Friday, 8:00 a.m. to 5:00 p.m. After training, the assigned schedule will fall within operating hours of 8:00 a.m. to 9:00 p.m. The employee must attend the full training program and be able to work additional hours as needed. Visa sponsorship is unavailable.

Requirements

At least 1 year of customer service support experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination.
Must attend and successfully complete the full six-week training program.
Must be able to work additional hours as needed.
Must work on-site during the required in-office training and follow the hybrid schedule at the posted location.
Visa sponsorship is not available for this position.

Nice To Haves

Experience in fraud claims, detection, prevention, or banking/financial operations.
Experience supporting credit card fraud investigations and fraud investigations.
Experience managing high call volumes and production-based workloads while maintaining accuracy, quality, and adherence to established procedures.
Customer service experience resolving moderately complex issues using active listening and information gathering.
Ability to navigate multiple computer systems, applications, and search tools, including VROL, Dash, CSS, and XPM.
Ability to work effectively independently and as part of a team in a results-driven environment.
Ability to manage an individual caseload and meet timeframe expectations.
Critical thinking and analytical skills to evaluate complex or ambiguous situations, identify risks, and determine appropriate actions.
Excellent verbal, written, and interpersonal communication skills, including explaining complex information clearly to customers and business partners.
Attention to detail and ability to review account activity, analyze transaction patterns, and identify suspicious or potentially fraudulent activity.
Experience managing multiple priorities in a high-volume, fast-paced environment while maintaining accuracy, urgency, and adaptability.
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

Support fraud and claims investigations by reviewing customer information, account activity, and transactions.
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.
Handle 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 to make informed, accurate decisions.
Follow applicable Wells Fargo policies and procedures and fulfill risk and compliance obligations, including timely escalation and remediation of issues.