Senior Fraud & Claims Operations Representative

Wells Fargo Bank • Charlotte, NC

1d • Hybrid

About The Position

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Detection Specialty Deposit Group within Fraud and 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 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 also 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 contact third parties for research as needed. Additionally, you will support team performance in 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

• 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
• Ability to read, analyze, and interpret documents/reports
• Ability to act as a subject matter expert
• Strong analytical skills with high attention to detail and accuracy
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
• Excellent verbal, written, and interpersonal communication skills
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• Solid problem-solving skills
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to work effectively, as well as independently, in a team environment
• Strong organizational, multi-tasking, and prioritizing skills

Nice To Haves

• 1+ year of fraud detection or claims experience
• 1+ year of financial services industry experience
• Experience in retail banking
• Knowledge and experience of internal systems Prevent and CIV
• Leadership skills including coaching, training, and mentoring
• Experience facilitating and delivering training or other related facilitation experience such as group meetings or presentations

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

• Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company.
• They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions.
• There is emphasis on 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed