Lead Fraud & Claims Operations Representative – Fraud Chargeback Representative
About The Position
About this role: Wells Fargo is seeking a Lead Fraud & Claims Operations Representative for the WellsOne Commercial Card Fraud Chargeback Team. The Fraud Chargeback Team processes fraud dispute claims submitted by our Commercial Card cardholders for transactions posted to their credit card account. In this role, you will: Work to recover all possible funds on Commercial Credit Card Fraud claims Determine if there are chargeback rights, compliance rights and/or Liability Waiver claim rights available for each disputed transaction by using Visa and MasterCard regulations File Unusual Activity Referrals and Operational Risk Events Support performance and overall effectiveness of team as well as cross-group operational tasks Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team Contributes to resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims
Requirements
- 2+ years of customer service, financial services, fraud, or investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice To Haves
- 1+ years of Visa and MasterCard fraud chargeback experience
- Visa Resolve Online Knowledge
- MasterCard Connect/MasterCom knowledge
- TSYS knowledge
- ServiceView knowledge
- Commercial Credit Card experience
- Problem analysis and resolution skills
- Intermediate Microsoft Excel skills
- Excellent verbal, written, and interpersonal communication skills
- Effective organizational, multi-tasking, and prioritizing skills
Responsibilities
- Work to recover all possible funds on Commercial Credit Card Fraud claims
- Determine if there are chargeback rights, compliance rights and/or Liability Waiver claim rights available for each disputed transaction by using Visa and MasterCard regulations
- File Unusual Activity Referrals and Operational Risk Events
- Support performance and overall effectiveness of team as well as cross-group operational tasks
- Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations
- Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products
- Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team
- Contributes to resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams
- Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
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
