Fraud & Claims Operations Representatives - Inbound Call Center

About this role:

Wells Fargo is seeking Fraud & Claims Operations Representatives to work in a Call Center Environment supporting Consumer & Small Business Banking Fraud and Claims by servicing inbound calls. Learn more about our career opportunities 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 customers in order to prevent fraudulent activity.
• Perform moderately complex customer support tasks by utilizing solid communication, 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
• Receive direction from managers and escalate non-routine questions
• Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications
• Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling

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

• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues.
• Ability to work effectively in structured but flexible, adaptable and changing work environment.
• Bilingual speaking proficiency in Spanish/English
• Ability to follow policies, procedures, and regulations.
• Strong analytical skills with attention to detail and accuracy
• Basic Microsoft Office (Outlook, Word and Excel) skills
• Call Center experience
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Ability to make timely and independent judgment decisions while working in a fast-paced, high demand and results driven work environment.
• Financial services experience
• Ability to manage to production goals, deadlines, and various metrics.
• Knowledge and understanding of financial crime, fraud, or risk management.

• Flexible to work any hours during hours of operation, which are: Chandler - Monday - Friday, 7 am - 9 pm, (AZ Time)
• Your assigned schedule is subject to change based on business needs and will fall within these hours of operation. Schedules are dynamic and will change based on business need as determined by customer volume; customers are the primary focus of everything we do.
• Training will be for seven weeks, Monday - Friday, 8:30 am - 5:30 pm
• Work Schedule: your initial schedule after training will be presented to you at time of offer.
• This role may be eligible for a hybrid work-from-home schedule following a minimum of 60 days of active employment.

• Employees who demonstrate certified proficiency in Spanish will receive an additional 5% differential applied to their base salary.

• This position is not eligible for Visa sponsorship

• Chandler, AZ - 2850 S. Price Rd