WellsOne Commercial Card – Dispute Chargeback Team (Senior Fraud & Claims Operations Representative)

Wells Fargo•Salt Lake City, UT

1d•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 cardholders for transactions posted to their credit card account. In this role, you will: 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 decide by using multiple systems and applications, and may contact third parties for research, as needed Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area Interact with fraud and claims functional area on a wide range of information as well as with external customers Reviews customer’s transactions/documentation to determine the dispute rights available. Use chargeback rules and regulations to determine when to use a specific chargeback reason code and know which conditions must be met for that chargeback. Determine if dispute should be escalated to pre-arbitration and/or arbitration. Determine when to file a compliance case and know which conditions must be met for that specific compliance reason. Contact customers via email and/or phone to gather required information for dispute filing. Reviews accounts to detect potentially fraudulent activity and take appropriate action.

Requirements

18+ months 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

Experience filing Non-fraud chargebacks
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
Has worked in a team environment with focus to work independently and manage own dispute caseload within timeframe expectations
Excellent verbal, written, and interpersonal communication skills
Experience with TSYS processing system or other card processing systems
Commercial credit card experience
Treasury management experience
Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Responsibilities

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 decide by using multiple systems and applications, and may contact third parties for research, as needed
Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
Interact with fraud and claims functional area on a wide range of information as well as with external customers
Reviews customer’s transactions/documentation to determine the dispute rights available.
Use chargeback rules and regulations to determine when to use a specific chargeback reason code and know which conditions must be met for that chargeback.
Determine if dispute should be escalated to pre-arbitration and/or arbitration.
Determine when to file a compliance case and know which conditions must be met for that specific compliance reason.
Contact customers via email and/or phone to gather required information for dispute filing.
Reviews accounts to detect potentially fraudulent activity and take appropriate action.