Senior Fraud & Claims Operations Representative

Wells Fargo & Company•Chandler, AZ

1d•Hybrid

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Pin Non-Fraud 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 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
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Strong organizational, multi-tasking, and prioritizing skills
Ability to work effectively, as well as independently, in a team environment
Ability to research, trend, and analyze data
Intermediate Microsoft Office skills
Must be able to attend full duration of required training period
Ability to work additional hours as needed
Must work on-site at the location posted

Nice To Haves

Experience with ADCC (ATM/Debit Card Claims) claims management
Knowledge and understanding of VISA/Mastercard operating rules and chargeback guidelines
Fraud/Non-Fraud claims investigation experience
Knowledge and understanding of Wells Fargo Disputes Automated Tracking (DAT), Claims 2.0 application, Hogan, DAT, CIV, Cstar, ATM Reporting, EPS
Knowledge and understanding of banking: regulations, compliance, policies, process, and procedures

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