Senior Fraud & Claims Operations Representative

Wells Fargo & Company • Charlotte, NC

1d • Hybrid

About The Position

Wells Fargo is seeking a Senior Fraud and Claims Operations Representative in New Account Originations within Fraud and Claims Management. Learn more about our career areas and business divisions 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

• 2+ years of customer service support 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
• This position is not eligible for Visa sponsorship
• Ability to work additional hours as needed
• Must work on-site at the location posted
• Ability to work nights, weekends, and/or holidays as needed or scheduled

Nice To Haves

• Experience and knowledge with New Account Fraud Originations
• Experience handling checks negotiability and validation
• Experience handling inbound and/or outbound phone calls in a high volume, high production environment
• Knowledge and experience with fraud claims, detection, or prevention experience or banking financial operations experience
• Experience in retail banking
• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations - Experience supporting other employees to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic environment
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical and problem-solving skills with high attention to detail and accuracy

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