Senior Fraud & Claims Operations Representative

Wells Fargo • Tempe, AZ

1d • Hybrid

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Line of Business Referral Team within Deposit Fraud Detection Operations within Fraud & Claims Management. Learn more about the career areas and lines of business at wellsfargojobs.com. In this role, you will: 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

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
• Must be able to attend full duration of required training period
• Candidate must reside within a reasonable commute to one of the addresses listed in the posting but will have the option to work from home
• Ability to work additional hours as needed

Nice To Haves

• 18+ months of fraud claims, detection, and/ or prevention experience or banking financial operations experience
• Identify potential fraud/risky accounts and take appropriate action to prevent loss
• Knowledge and experience within Line of Business Referral Team
• Knowledge of fraud involving Wire and ACH transactions
• 6+ months of experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Strong analytical and problem-solving skills with high attention to detail and accuracy
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience supporting other employees to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic environment
• Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• Excellent verbal, written, and interpersonal communication skills
• Experience working with the following systems: Universal Workstation (UW), Prevent, SVP, and Image Browser (OIB)

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees