Jobs and Careers

Fraud & Claims Operations Representative

United Statesfull_timeVerifiedPosted 1 Apr 2025

About the role

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 Fraud & Claims Operations Representative in Deposit Fraud Detection within Fraud & Claims Management (FCM). 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 to prevent fraudulent activity
Perform moderately complex customer support tasks by utilizing solid communication (inbound and outbound), and 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
May oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research
Receive direction from supervisor and escalate questions or issues to team leadership, as needed
Interact with immediate team and functional area on wider range of information, plus internal or external customers

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:

Fraud claims, detection, or prevention experience or banking financial operations experience
Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Strong analytical and problem-solving skills with high attention to detail and accuracy
Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
Experience handling inbound and/or outbound phone calls in a high volume, high production environment
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 communications skills
Basic Microsoft Office skills (Word, Excel, and Outlook)

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
Schedule may be eligible for a shift differential under the terms of the shift differential policy
Must work on-site at the location posted

Schedule:

Training schedule: 4 weeks of training Mon - Fri 11:00am – 8:00pm PST
Second Shift Schedule – flexibility required
Weekend availability required - Most positions require Saturday or Sunday availability or both
Shift starting times vary from 9:00 am PST to 1:30 pm PST
Shift ending times vary from 5:30 pm MST to 12 midnight PST
Schedule may change based on business need

Posting Location(s):