Senior Fraud & Claims Operations Representative - Line of Business Referral (LOBR)

Why Wells Fargo: 

Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. We’re especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees’ financial health, we offer competitive salaries and generous benefits package. Apply today.

About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Deposit Fraud Detection Operations within Fraud & Claims Management.  Find out why we’re the #1 financial services company to grow YOUR career. Apply today.
 

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

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:

• 6+ months of fraud claims, detection, or prevention experience or banking financial operations experience 

• Identify potential fraud/risky accounts and take appropriate action to prevent loss

• Knowledge of fraud involving Wire and ACH transactions

• Strong analytical and problem-solving skills with high attention to detail and accuracy 

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information 

• Experience supporting other employees to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic environment 

• Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations 

• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers 

• Excellent verbal, written, and interpersonal communication skills 

• Experience working with the following systems: Universal Workstation (UW), Prevent, SVP, and Image Browser (OIB)

• 6+ months of experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues 

• 6+ months of experience handling inbound and/or outbound phone calls in a high volume, high production environment 

Job Expectations: 

• Must be able to attend full duration of required training period  

• This position is not eligible for Visa sponsorship  

• This position offers a hybrid work schedule

• Ability to work additional hours as needed   

• Must work on-site at the location posted  

Schedule: 

• Training schedule: 4 weeks, Monday - Friday 7:30am – 4pm Arizona time

• Regular schedule: Tuesday – Saturday 7am – 3:30pm OR Sunday – Thursday 7am – 3:30pm A