Senior Fraud & Claims Operations Representative

Wells Fargo•Chandler, AZ

14h•Onsite

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Line of Business Referral (LOBR) within Fraud & Claims Management. In this role, you will support fraud and claims functional areas 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 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 also contact third parties for research as needed. Additionally, you will support team performance by identifying gaps in bank processes, procedures, customer, or colleague decisions, and provide feedback and present ideas for improving or implementing processes and tools within the 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

Nice To Haves

1+ year of fraud detection, claims, or financial operations experience
6+ months in fraud prevention or banking environments
Knowledge of financial crime, fraud schemes, scams, and risk management principles
Proficiency navigating multiple systems, applications, and search tools
Strong analytical and problem-solving skills with attention to detail and accuracy; ability to meet production and quality standards
Experience managing multiple priorities and caseloads within defined timelines in a results-driven environment
Experience supporting team performance by helping peers prioritize work, meet deadlines, and achieve goals in a dynamic setting
Universal Workstation experience
Strong customer service skills, including listening, information gathering, and resolving complex customer issues
Effective verbal, written, and interpersonal communication skills
Ability to work independently and collaboratively within a team environment

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

Benefits

Training schedule: 6 paid weeks, Monday - Friday 8:00am - 5:00pm EST (little flexibility)
Regular schedule: Tuesday – Saturday or Sunday – Thursday, flexible between the start time of 7am to 10pm EST
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
Equal Opportunity Employer
Consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture
Accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance)
Proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Wells Fargo maintains a drug free workplace.