Senior Fraud & Claims Operations Representative

Wells Fargo & Company•San Antonio, TX

3d•Hybrid

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Detection Specialty Deposit Group within Fraud and Claims Management. In this role, you will support fraud and claims operations by identifying opportunities to improve customer experience and mitigate risk through effective customer authentication and fraud prevention. You will handle complex customer interactions, using strong verbal and written communication to build rapport, de-escalate concerns, and resolve claims involving sensitive information. You will manage multiple claim types, make case decisions using various systems and applications, and conduct research including outreach to third parties as needed. You will identify process and decisioning gaps impacting customers, colleagues, or operations, and provide actionable recommendations for improvement. You will contribute to process and tool enhancements by presenting ideas and supporting implementation within the fraud and claims function. You will serve as a subject matter resource by providing guidance and interpreting procedures for less experienced team members. You will collaborate with internal partners and external customers across the fraud and claims functional area to address a broad range of inquiries and issues.

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

Nice To Haves

1+ year of fraud detection, claims, or financial services experience, including retail banking exposure
Knowledge of internal systems (e.g., Prevent, CIV) and proficiency navigating multiple applications and search tools
Strong analytical skills with attention to detail; ability to identify fraudulent or high-risk accounts and mitigate loss
Ability to read, analyze, and interpret reports and documentation to support decision-making
Leadership experience, including coaching, training, mentoring, and facilitating meetings or presentations; ability to serve as a subject matter expert
Strong communication, problem-solving, and organizational skills with the ability to prioritize, multitask, and meet deadlines
Ability to make timely, independent decisions and work effectively in both fast-paced and team-oriented environments

Responsibilities

Support fraud and claims operations by identifying opportunities to improve customer experience and mitigate risk through effective customer authentication and fraud prevention
Handle complex customer interactions, using strong verbal and written communication to build rapport, de-escalate concerns, and resolve claims involving sensitive information
Manage multiple claim types, make case decisions using various systems and applications, and conduct research including outreach to third parties as needed
Identify process and decisioning gaps impacting customers, colleagues, or operations, and provide actionable recommendations for improvement
Contribute to process and tool enhancements by presenting ideas and supporting implementation within the fraud and claims function
Serve as a subject matter resource by providing guidance and interpreting procedures for less experienced team members
Collaborate with internal partners and external customers across the fraud and claims functional area to address a broad range of inquiries and issues