Job detailsJob TypeFull-timeFull Job Description About this role:
Wells Fargo is seeking a Fraud & Claims Operations Representative
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 Contact third parties for research Required Qualifications: 1+ experience in Customer Service, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Candidates must have experience using PREVENT A BS/BA degree or higher 1+ year of customer service experience 1+ year of call center experience 1+ year of credit card fraud claims or prevention experience Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment Ability to research and correspond with customers, responding to their questions and concerns with detailed information Ability to research, analyze, and determine a course of action for financial transactions Customer service focus with the ability to balance needs of clients, shareholders, and team members Excellent verbal, written, and interpersonal communication skills Bilingual speaking proficiency in Spanish/English @RWF22 Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application. At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas - including retail deposits, debit card transaction and purchase volume, and small business lending - our primary goal is delivering for our customers.
CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.
Within the Operations team our Fraud and Claims Management team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses.
We are seeking ambitious individuals with a drive to succeed. If you have customer service experience as well as excellent verbal and decision making skills you could become part of a dynamic team providing exceptional customer service for our Payment Card Fraud Detection customers.
Responsibilities include, but may not be limited to: Communicates with customers in a fast paced, blended inbound/outbound production oriented call center environment. Employee's primary role is handling all incoming inbound calls on a first come first serve basis while performing outbound calls and research on customers transactions when inbound call volume allows. Inbound call volume consist of customer inquiries, activity verification, service request, fraud claim intake, and assisting partner groups while meeting/exceeding quality standards. Reviews, verifies, and/or identifies customer transactions to detect/ prevent financial crimes activities, policy violations, and suspicious situations in order to mitigate and/or recover losses Places outbound calls to the customers to verify transaction and servicing activity Monitors moderate to complex account activity which requires research that may involve multiple transaction channels Uses a variety of sources for information, including online systems and tools/models May perform general account handling functions such as card replacement determination, account maintenance and in office branch referral. Documents research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO), and Suspected Financial Abuse May identify control failures in bank processes, procedures, customer or team member decisions and then categorize losses and assign loss accountability **15% DIFFERENTIAL FOR 4+ HOURS WORKED AFTER 4PM** We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Hiring InsightsJob activityPosted Today
Job detailsJob TypeFull-timeFull Job Description About this role: