About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations as part of Fraud & Claims Management. Learn more about the career areas and lines of business 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:

• 1+ year(s) experience with inbound customer service

• 1+ year(s) Customer service focus with the ability to balance needs of clients, shareholders, and team members

• 6+ months of fraud claims, detection, or prevention experience or banking financial operations experience

• Ability to navigate multiple computer system windows, applications, and utilize research tools to find information

• Experience working with the following systems: PREVENT, RMS Lexis Nexis, CIV, & NICE

• Strong analytical skills with high attention to detail and accuracy

• Ability to make timely and independent decisions while working in a fast-paced and results-driven environment

• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss

• Ability to take initiative and work independently with minimal supervision in a structured environment

• Ability to provide strong customer service, including listening, eliciting information efficiently, comprehending, and resolving complex customer issues

• Ability to research, analyze and determine a course of action for financial transactions

• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Ability to work additional hours as needed

• Must work on-site at the location posted

• This position offers a hybrid work schedule

• This position is not eligible for Visa sponsorship

Training Schedule:

• Training will run for 6 weeks.
• Hours: 10:00 a.m. – 6:30 p.m. Monday–Friday (EST).
• Attendance for the full duration of this paid training period is required.

Post-Training Work Schedule:

• Schedules will be assigned after training and will fall within our hours of operation.
• Department hours are:
  • Tuesday–Friday: 8:00 a.m. – 8:00 p.m. (EST)
  • Saturday: 9:00 a.m. – 6:00 p.m. (EST)
• Regular schedules will be based on business need and will include at least one weekend day and some holidays.
• Schedules will adjust according to Daylight Savings Time in March and November.

Location:

• 2850 S Price Rd, Chandler, AZ 85286

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.