Associate Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking an Associate Fraud & Claims Operations Representative.

In this role, you will:

• Support and capture all pertinent information from customers about their claims
• Conduct research and provide updates on status of new and existing claims
• Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment
• Receive direction from team lead and escalate questions and issues to more experienced roles
• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers

Required Qualifications:

• 6+ months of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• Deliver exceptional customer service while handling Fraud Visa Debit Card claims.
• Investigate, monitor, and resolve customer transaction disputes related to suspected fraud.
• Conduct detailed claim reviews in accordance with Regulation E guidelines and company policies.
• Analyze customer claims, questionnaires, and transaction details to determine claim validity.
• Communicate claim outcomes and resolutions clearly and professionally to customers.
• Perform thorough research and investigations to gather all necessary information for claim resolution.
• Utilize multiple online systems and tools efficiently to review, document, and process claims.
• Maintain accurate and detailed records of investigations, findings, and customer interactions.
• Apply strong decision-making skills to assess fraud-related cases and recommend appropriate actions.
• Identify suspicious transaction patterns and escalate complex cases when required.
• Ensure compliance with regulatory requirements, internal controls, and operational procedures.
• Work effectively in a fast-paced, quality-driven environment while maintaining high accuracy.
• Demonstrate strong attention to detail when reviewing transactions and supporting documentation.
• Collaborate with internal teams to resolve customer issues and improve overall service delivery.
• Meet productivity, quality, and service level expectations while handling assigned workloads.
• Support risk mitigation efforts by identifying and addressing potential fraudulent activities.
• Continuously enhance knowledge of fraud prevention practices, banking regulations, and operational processes.
• Perform moderately complex operational accounting activities to maintain a complete and accurate general ledger and customer accounts.
• Prepare and generate managerial and financial reports based on accounting records.
• Provide operational accounting support to internal business groups and operational departments.
• Review customer financial statements and related financial data.
• Prepare and review accounting transactions supporting business group products and services.
• Create and post accounting journal entries in accordance with accounting policies.
• Gather, analyze, review, and prepare data required for regulatory reporting.
• Prepare and review account reconciliations to ensure accuracy and compliance.
• Complete account certifications and validate financial records.
• Assist in the preparation of consolidated balance sheets and income statements.
• Perform customer account maintenance activities and ensure account accuracy.
• Generate invoice files and support billing processes.
• Process client billing adjustments and resolve billing discrepancies.
• Handle ACH transactions, deposits, and related payment processing activities.
• Review tax-related transactions and ensure compliance with applicable regulations.
• Maintain accurate financial records and support audit and compliance requirements.
• Identify and resolve accounting discrepancies, exceptions, and operational issues.
• Ensure adherence to internal controls, accounting standards, and organizational policies.

​Job Expectations:

• ​The nature of claims handled can be complex; therefore, the ability to review information from multiple sources, attention to detail, and the ability to apply regulatory and VISA rules to the claim decision is critical.
• Strong verbal & written communication, interpersonal, and collaboration skills
• Proven ability to l