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Fraud & Claims Operations Representatives - Inbound Call Center

Wells Fargo

Wells Fargo

Accounting & Finance, Customer Service, Operations
Charlotte, NC, USA
Posted on Tuesday, June 11, 2024

Why Wells Fargo:

Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. We’re especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees’ financial health, we offer competitive salaries and generous benefits package. Apply today.

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Representative in our Claims Assistance Center within Fraud & Claims Management. Find out why we’re the #1 financial services company to grow YOUR career. Apply today.

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 to prevent fraudulent activity
  • Perform moderately complex customer support tasks by utilizing solid communication (inbound and outbound), 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
  • May oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research
  • Receive direction from supervisor and escalate questions or issues to team leadership, as needed
  • Interact with immediate team and functional area on wider range of information, plus internal or external customers

Required Qualifications, US:

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

Desired Qualifications:

  • Experience handling inbound and/or outbound phone calls in a high volume, high production environment
  • Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
  • Bilingual speaking proficiency in Spanish/English
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Fraud claims, detection, or prevention experience or banking financial operations experience
  • Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
  • Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
  • Excellent verbal, written, and interpersonal communications skills
  • Strong analytical 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
  • Schedule may be eligible for a shift differential under the terms of the shift differential policy
  • Must work on-site at the location posted

Training Schedule:

  • Training will be for seven weeks, Monday – Friday, 8:30 am – 5:30 pm
  • Hours of Operations: Monday – Friday, 7 am – 12 pm. Flexible to work any hours during hours of operation. Your assigned schedule is subject to change based on business needs and will fall within these hours of operation.
  • Work Schedule: your initial schedule after training will be presented to you at time of offer and will be either 3:00 pm – 11:30 pm or 3:30 pm – 12:00 pm.

Job Location:

  • Charlotte, NC – 1525 W W.T Harris Blvd

Posting End Date:

4 Jul 2024

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

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, status as a protected veteran, or any other legally protected characteristic.

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.