WellsOne Commercial Card - Dispute Chargeback Team

Wells Fargo Bank•Salt Lake, UT

6d•Hybrid

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative for the WellsOne Commercial Card Dispute Chargeback Team. The Dispute Chargeback Team processes non-fraud dispute claims submitted by our Commercial Card clients for transactions posted to their credit card accounts. In this role, you will support the non-fraud and claims functional area by proactively identifying opportunities to improve customer experience and offer ideas to mitigate risks through effective authentication of customers to detect and prevent fraudulent activity. You will perform complex customer support tasks by utilizing solid communication skills (inbound and outbound, verbal and written) to establish rapport with customers and deescalate difficult situations, as well as handle sensitive information researched as part of resolving a claim. You will 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. You will support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions. You will provide feedback and present ideas for improving or implementing processes and tools within the fraud and claims functional area. You will provide subject matter knowledge and interpretation of procedures to less experienced staff and interact with the fraud and claims functional area on a wide range of information, as well as with external customers. Additionally, you will review customer transactions/documentation to determine available dispute rights, use Visa & MasterCard chargeback rules and regulations to determine specific chargeback reason codes and conditions, and determine when to escalate disputes to pre-arbitration and/or arbitration. You will also determine when to file a compliance case and know the conditions for that compliance reason, and contact customers via email and/or MS Teams Meeting to gather required information for dispute filing. You will review customer accounts to detect potentially fraudulent activity and take appropriate action, and review more complex/unique situations with senior department staff. You may also review and implement procedures and training materials to maximize efficiency and customer service and to assure compliance with regulations, and participate in projects as needed.

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

Non-fraud chargeback filing experience
Experience with TSYS processing system
Commercial credit card or Treasury management experience
Intermediate level of experience with Microsoft Office products; specifically, Outlook and Excel
Experience in credit card industry with Visa and MasterCard products
Strong analytical skills with high attention to detail and accuracy
Problem analysis and resolution skills
Strong organizational, multitasking and prioritizing skills
Work well in a team environment with focus to work independently and manage own dispute case load within timeframe expectations
Excellent verbal, written, and interpersonal communication skills
Good computer skills with the aptitude to learn new systems quickly
Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Responsibilities

Support non 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
Review customer transactions/documentation to determine the dispute rights available.
Use Visa & MasterCard chargeback rules and regulations to determine when to use a specific chargeback reason code and know what conditions must be met for that chargeback.
Determine if the dispute should be escalated to pre-arbitration and/or arbitration.
Determine when to file a compliance case and know what conditions must be met for that compliance reason.
Contact customers via email and/or MS Teams Meeting to gather required information for the dispute filing.
Review customer accounts to detect potentially fraudulent activity and take appropriate action.
Review more complex/unique situations with senior department staff.
May review and implement procedures and training materials to maximize efficiency and customer service and to assure compliance with regulations.
May participate in projects as needed.