What are the responsibilities and job description for the Fraud & Claims Operations Representative position at Wells Fargo?
About this role:
Wells Fargo is seeking a Fraud & Claims Operations Representative as part of Fraud & Claims Management. This position is a unique opportunity to join the credit card claims reconsideration, escalations, and complaints team for credit card complaint and escalations management. Learn more about career areas and lines of business 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 prevent fraudulent activity
Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
Receive direction from managers and escalate non-routine questions
Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications
Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling
Contact third parties for research
Required Qualifications:
1 years of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
Knowledge and understanding of card industry fraud detection or chargebacks
Credit card fraud claims or fraud prevention experience
Call center experience
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Ability to research and correspond with customers, responding to their questions and concerns with detailed information
Ability to research, analyze, and determine a course of action for financial transactions
Ability to work effectively in a team environment
Customer service focus with the ability to balance needs of clients, shareholders, and team members
Excellent verbal, written, and interpersonal communication skills
Bilingual speaking proficiency in Spanish/English
Job Expectations:
Training schedule is 8AM-5PM CST, Monday-Friday for 4 weeks.
Work schedule after training will be 12PM-8:30PM CST, Monday-Friday in office.
Position Location:
800 S Jordan Creek Pkwy, WEST DES MOINES, IA 50266
This position is not eligible for Visa sponsorship.
Posting End Date:
21 May 2024*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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.
Candidates applying to job openings posted in US: All qualified applicants will receive 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.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
