Senior Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Global Treasury Management within Enterprise Functions. This individual will be responsible for identifying, researching, and analyzing complex fraud and claims trends, including transactions, referrals, policies, regulatory compliance, and/or unusual situations.

In this role, you will:

• Review constant incoming accounts for fraud which would involve analyzing cardholder spend and activity
• Identify potential fraud trends and provide communication to management or team
• Reach out to cardholders or merchants to validate spend
• Research and analyzes complex activity using multiple systems and research techniques and detect potentially fraudulent activity and take appropriate action
• Needs to be self-motivated and can make decisions on ambiguous information and decide on the proper action(s) to be taken
• Reviews more complex/unique situations with senior department staff
• The Specialist will also handle Emails, and Inbound Phones pertaining to fraud
• 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

• 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

• 1+ year of fraud prevention and/or fraud claims experience
• Credit card industry experience
• Exposure to TSYS Credit Card System, ServiceView knowledge, Microsoft Office Proficiency
• Ability to identify potential fraud risk and take appropriate action to prevent loss
• Knowledge and understanding of card industry fraud detection or chargebacks
• Knowledge and understanding of Commercial Card, MasterCard, or Visa products & CC fraud detection
• Strong analytical skills with high attention to detail and accuracy
• Outstanding problem solving and decision-making skills
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to work effectively in a team environment
• Strong, clear and concise written and oral communication skills

• Hours are 7:30AM-4:00PM local time
• Ability to work additional hours as needed
• This opportunity provides a hybrid work schedule at one of the posted locations