Fraud & Claims Operations Representative - Bilingual

About this role:

Wells Fargo is seeking Fraud & Claims Operations Representatives in Payment Card Fraud Detection as part of Fraud & Claims Management.  Learn more about our 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

Required Qualifications:

• 1+ year of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Bilingual speaking and listening proficiency in Spanish/English 

Desired Qualifications:

• Bilingual speaking, reading, and writing proficiency in Spanish/English

• 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 

• Fraud claims, detection, or prevention experience or banking financial operations experience  

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information 

• Excellent verbal, written, and interpersonal communications skills 

• Strong analytical and problem-solving skills with high attention to detail and accuracy 

Job Expectations:

• Must be able to attend full duration of in-person required training period  

• Must complete and pass required language assessment

• This position is not eligible for Visa sponsorship

• Ability to work additional hours as needed   

Training Schedule: 

• Training is Monday - Friday 8 AM - 5 PM CST Mandatory 6 Weeks onsite

Work Schedule: 

• Sunday - Thursday 2 PM - 11 PM CST (Days off: Friday & Saturday) or Tuesday - Saturday 2 PM - 11 PM CST (Days off: Sunday & Monday)

• Schedule may be eligible for a shift differential under the terms of the shift differential policy 

• Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays

Posting Location: 

• 4101 Wiseman Blvd Bldg. 106 - San Antonio, Texas 78251

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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 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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.