Senior Fraud & Claims Operations Representative

Wells Fargo•Chandler, AZ

4d•Onsite

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations as 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 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 customers and to deescalate difficult situations. You will also research sensitive information as part of resolving a claim, oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications. You may contact third parties for research as needed. Additionally, you will 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 the fraud and claims functional area, and provide subject matter knowledge and interpretation of procedures to less experienced staff. You will 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

1+ year(s) experience with inbound customer service
1+ year(s) Customer service focus with the ability to balance needs of clients, shareholders, and team members
6+ months of fraud claims, detection, or prevention experience or banking financial operations experience
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