Senior Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations as a part of Detection Operations within Fraud & Claims Management. Learn more about the 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 customer 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 
• May oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research 
• 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 employees 
• Interact with fraud and claims functional area on a wide range of information as well as with external customers 
• Communicate with customers in a fast paced, inbound call center environment
• Employee’s primary role is handling all incoming inbound calls on a first come first serve basis and review previous research on customers transactions and/or initiate outbound calls on cases after the preliminary review has been conducted.
• Inbound call volume consists of customer inquiries, activity verification, service request, fraud claim intake and assisting partner groups while meeting/exceeding quality standards.
• Outbound calls consist of activity verification to determine fraud or non-fraud
• Reviews, verifies, and/or identifies customer transactions to detect/ prevent financial crimes activities, policy violations, and suspicious situations to mitigate and/or recover losses.
• Monitors moderate to complex account activity which requires research that may involve multiple transaction channels
• Uses a variety of sources for information, including online systems and tools/models
• May perform general account handling functions such as card replacement determination, account maintenance and in office branch referral.
• Documents research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO), and Suspected Financial Abuse
• May identify control failures in bank processes, procedures, customer, or employee decisions and then categorize losses and assign loss accountability
• Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area

Required Qualifications:

• 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

Desired Qualifications:

• 1 year(s) experience with inbound customer service
• 1 year(s) Customer service focus with the ability to balance needs of clients, shareholders, and team members
• 6 months of fraud claims, detection, or prevention experience or banking financial operations experience 
• Ability to navigate multiple computer system windows, applications, and utilize research tools to find information 
• Experience working with the following systems: PREVENT, RMS Lexis Nexis, CIV, & NICE
• Strong analytical skills with high attention to detail and accuracy 
• Ability to make timely and independent decisions while working in a fast-paced and results-driven environment 
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss 
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Ability to provide strong customer service, including listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to research, analyze and determine a course of action for financial transactions 
• Excellent verbal, written, and interpersonal communication skills

Job Expectations: 

• 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  
• This position offers a hybrid work schedule

Training Schedule: 

Training will be Monday-Friday:  7:30am-4:00pm (EST) for the first 6 weeks.

Regular Schedules:

• Monday – Thursday: 11:30am to 8pm & Sun hours 10am to 6:30pm (EST)
• Tuesday – Friday: 11:30am to 8pm & Sat hours 10am to 6:30pm (EST)

Location: 

• 1525 W. WT Harris Blvd., Charlotte, NC 28262

Posting End Date: 

*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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.