Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Fraud & Claims Operation Representative in New Account Fraud Originations as part of Deposit Specialty Detections. Learn more about the career areas and business divisions 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, 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
• 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
• Receive direction from supervisor and escalate questions or issues
• Interact with immediate team and functional area on wider range of information, plus internal or external customers

• 1+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 1 year of experience in retail banking
• Experience and knowledge with New Account Fraud Originations
• 1 year of experience handling check negotiability and validation
• Experience using internal systems PREVENT, RMS/Lexis Nexus, OIB, and CCM
• Solid understanding of banking regulations, compliance standards, policies, and operational procedures
• Demonstrated ability to make sound, independent decisions in a fast-paced, results-oriented environment
• Strong organizational skills with the ability to prioritize tasks, meet deadlines, and thrive under pressure in a dynamic setting
• Proficient in working across multiple digital platforms, applications, and using advanced search tools to access information
• Outstanding verbal, written, and interpersonal communication skills
• Analytical mindset with exceptional attention to detail and accuracy
• Ability to collaborate effectively within a team while also working independently when needed
• Knowledge of fraud detection and customer fraud claim processes
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

• Location: CIC - Charlotte, NC - 1525 W. WT Harris Blvd, Charlotte, NC 28262 and Chandler, AZ - 2850 S Price Road, Chandler, AZ
• Training: 4 weeks of in-person training required. You must complete the full training period.
• Work Schedule: Tuesday - Saturday, 11:00 AM - 8:00 PM EST and 8:00 AM - 5:00 PM MST
• Candidate must reside within a reasonable commute to one of the addresses listed in the posting but will have the option to work from home on a hybrid schedule
• Flexibility: Schedules may change based on business needs and customer demand. Flexibility to work various shifts within operating hours is required.