Senior Fraud & Claims Operations Representative

Wells Fargo & Company • Chandler, AZ

1d • Hybrid

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations 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 detect and prevent fraudulent activity Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched 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 Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area Provide subject matter knowledge and interpretation of procedures to less experienced staff Interact with fraud and claims functional area on a wide range of information as well as with external customers

Requirements

• 2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Ability to work additional hours as needed
• Must work on-site at the location posted
• This position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship
• Training will run for 6 weeks.
• Hours: 10:00 a.m. – 6:30 p.m. Monday–Friday (EST).
• Attendance for the full duration of this paid training period is required.
• Schedules will be assigned after training and will fall within our hours of operation.
• Department hours are: Tuesday–Friday: 8:00 a.m. – 8:00 p.m. (EST) Saturday: 9:00 a.m. – 6:00 p.m. (EST)
• Regular schedules will be based on business need and will include at least one weekend day and some holidays.
• Schedules will adjust according to Daylight Savings Time in March and November.

Nice To Haves

• 1+ year(s) experience with inbound customer service
• 1+ year(s) Customer service focus with the ability to balance needs of clients, shareholders, and team members
• 6+ months of fraud claims, detection, or prevention experience or banking financial operations experience
• Ability to navigate multiple computer system windows, applications, and utilize research tools to find information
• Experience working with the following systems: PREVENT, RMS Lexis Nexis, CIV, & NICE
• Strong analytical skills with high attention to detail and accuracy
• Ability to make timely and independent decisions while working in a fast-paced and results-driven environment
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Ability to provide strong customer service, including listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to research, analyze and determine a course of action for financial transactions
• Excellent verbal, written, and interpersonal communication skills

Responsibilities

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience
• Offer ideas to mitigate risks through effective authentication of customers in order to detect and prevent fraudulent activity
• Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched 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
• Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions
• Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
• Provide subject matter knowledge and interpretation of procedures to less experienced staff
• Interact with fraud and claims functional area on a wide range of information as well as with 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