Senior Fraud & Claims Operations Representative

Wells Fargo Bank•Charlotte, NC

1d•Onsite

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative within Consumer & Small Business Banking (CSBB) Operations. This role is part of the Fraud Alert Investigation & Resolution team, which plays a critical role in protecting Wells Fargo customers and the company from financial fraud. In this position, you will investigate, research, and resolve a wide range of fraud alerts and claims, including those involving ATM, debit card, credit card, deposit/check, ACH, online banking, wire transfer, and other payment-related fraud. The team also handles complex cases involving identity theft, account takeover, relationship fraud, and fraudulent account origination activity. Working in a fast-paced call center environment, team members partner closely with customers, branch teams, Personal Bankers, and other internal business groups when potential fraud is identified. Key responsibilities include reviewing suspicious activity, mitigating risk, assisting customers through the resolution process, conducting fraud investigations, and taking appropriate actions to protect customer accounts and Wells Fargo assets. This team serves as a critical line of defense against fraud, helping to minimize financial losses while delivering exceptional customer service during sensitive and often urgent situations. 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 Review in-clearing checks and ACH items that suspect as potential fraud from various fraud applications for consumer, small business, and brokerage accounts 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 Make both inbound and outbound customer contact to confirm transactions; this position is 100% phone support

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

2+ years of experience in fraud investigations, claims operations, fraud servicing, or a related risk and control environment.
Customer service experience in a fast-paced call center environment, including handling both inbound and outbound customer interactions with professionalism and empathy.
Experience supporting Wells Fargo customers through fraud-related events, including debit card, credit card, ACH, check, online banking, account takeover, identity theft, or other payment-related fraud investigations.
Ability to effectively navigate difficult conversations, de-escalate customer concerns, and provide solutions while delivering an exceptional customer experience.
Experience managing high call volumes and production-based workloads while maintaining accuracy, quality, and adherence to established procedures.
Strong analytical, investigative, and critical-thinking skills with the ability to identify fraud trends, assess risk, and make sound business decisions.
Demonstrated attention to detail with the ability to review account activity, analyze transaction patterns, and identify suspicious or potentially fraudulent activity.
Excellent verbal, written, and interpersonal communication skills, including the ability to clearly explain complex information to customers and business partners.
Ability to interpret and apply policies, procedures, regulatory requirements, and operational guidelines in a consistent manner.
Proven ability to handle sensitive and confidential customer information while maintaining a high level of professionalism and integrity.
Experience collaborating with business partners, branch teams, contact centers, and cross-functional stakeholders to achieve customer and business objectives.
Strong organizational skills with the ability to prioritize multiple tasks, adapt to changing business needs, and meet performance expectations in a high-volume environment.
Intermediate Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.

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
Review in-clearing checks and ACH items that suspect as potential fraud from various fraud applications for consumer, small business, and brokerage accounts
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
Make both inbound and outbound customer contact to confirm transactions; this position is 100% phone support