Senior Fraud & Claims Operations Representative

Wells Fargo Bank•Chandler, AZ

23h•Onsite

About The Position

Wells Fargo is seeking Senior Fraud & Claims Operations Representatives for the Elder Exploitation Detection and Education team in Fraud and Claims Management as a part of Detections Operations. In this role, you will review and process domestic and international wires flagged for fraud or scam risk. You will support the fraud and claims functional area by proactively identifying opportunities to enhance customer experience and reviewing real-time, branch-initiated wire transfers for elderly and vulnerable adult customers across multiple systems to detect, prevent, and respond to potential fraudulent activity and scam-related financial losses. You will perform outbound customer calls as part of fraud and transaction review, using strong verbal and written communication skills to establish rapport, de-escalate sensitive or complex situations, gather sensitive information, and support transaction resolution. You will review multiple wire types, take appropriate action to decision the transactions 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 and interact with the 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

Experience reviewing fraud and claims involving wire transactions, with an understanding of wire fraud risks
Knowledge of elder abuse fraud, common scams, and the ability to educate customers on fraud prevention
Experience with bank systems and tools, including UW, SVP, LexisNexis, Pega, and OIB
1+ years of experience identifying, documenting, escalating, and resolving issues
Strong analytical and research skills, with the ability to analyze financial transactions and determine appropriate courses of action
Proven ability to meet high productivity goals while maintaining accuracy and quality
Excellent verbal, written, and interpersonal communication skills
Strong customer service skills, including active listening and the ability to resolve complex customer issues through transaction processing and research
Ability to work effectively both independently with minimal supervision and collaboratively across teams and organizational levels
Strong organizational, multitasking, prioritization, and time management skills, with the ability to balance multiple priorities in a fast‑paced, high‑demand environment
Advanced Microsoft Office skills (Word, Excel, Outlook, PowerPoint)

Responsibilities

Review and process domestic and international wires flagged for fraud or scam risk
Support the fraud and claims functional area by proactively identifying opportunities to enhance customer experience and reviewing real-time, branch‑initiated wire transfers for elderly and vulnerable adult customers across multiple systems to detect, prevent, and respond to potential fraudulent activity and scam‑related financial losses
Perform outbound customer calls as part of fraud and transaction review, using strong verbal and written communication skills to establish rapport, de‑escalate sensitive or complex situations, gather sensitive information, and support transaction resolution
Review multiple wire types, take appropriate action to decision the transactions 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
Interact with fraud and claims functional area on a wide range of information as well as with external customers