Senior Fraud & Claims Operations Representative

Wells Fargo • Charlotte, NC

3d • Onsite

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations as a part of Fraud & Claims Management. In this role, you will support the 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. 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. 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 fraud and claims functional area. You will provide subject matter knowledge and interpretation of procedures to less experienced staff. You will 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

Nice To Haves

• 1+ year of experience providing inbound and outbound customer service
• 1+ year of customer service focus with the ability to balance needs of clients, shareholders, and team members
• 6+ months of experience in fraud claims, fraud detection, fraud prevention, or banking/financial operations
• 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, 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

Benefits

• Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
• Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
• Wells Fargo maintains a drug free workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed