Senior Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Senior Fraud and Claims Operations Representative in New Account Originations within Fraud and 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 detect and prevent fraudulent activity

• Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched 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

• Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions

• Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area

• Provide subject matter knowledge and interpretation of procedures to less experienced staff

• Interact with fraud and claims functional area on a wide range of information as well as with external customers

Required Qualifications:

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

Desired Qualifications:

• Experience and knowledge with New Account Fraud Originations

• Experience handling checks negotiability and validation

• Experience handling inbound and/or outbound phone calls in a high volume, high production environment 

• Knowledge and experience with fraud claims, detection, or prevention experience or banking financial operations experience 

• Experience in retail banking

• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues 

• Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations -

• Experience supporting other employees to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic environment 

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

• Excellent verbal, written, and interpersonal communication skills 

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

Job Expectations:

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

• This position is not eligible for Visa sponsorship  

• Ability to work additional hours as needed   

• Must work on-site at the location posted  

• Ability to work nights, weekends, and/or holidays as needed or scheduled

Schedule:

• Training: is 4 weeks of in-person training required. You must complete the full duration training period. Monday - Friday: 8:00 AM - 5:00 PM EST

• Work Schedule: Tuesday - Saturday: 9:30 AM - 6:00 PM EST

• Schedules may change based on business needs and customer demand. Flexibility to work various shifts within operating hours is required.

Location:

• CIC - 1525 W WT Harris Blvd - Charlotte, North Carolina 28262-8522

• 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 model

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.