Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Fraud & Claims Management. Learn more about the career areas and business divisions at wellsfargojobs.com. In this role, you will: Support team performance in identifying control failures 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. Balancing exceptional customer service with strong investigative research while answering incoming calls in a call center environment from internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, or unusual activity on their accounts or are experiencing an immediate financial crisis. Effectively authenticates the identity of customers to prevent further fraudulent activity. Captures all pertinent information from customer about their claim, conducts research, and decisions or provides updates on status of new and existing claims. Utilizes knowledge in all applicable rules, regulations, and procedures to mitigate risk of loss to both our customer and to Wells Fargo and to ensure strict compliance with all regulations and procedures. Enter data pertinent to claim into multiple systems as well as reviewing data in multiple windows and applications and utilize search tools to find information while on the phone with customers. Research moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the claim. Additional duties may include researching or placing holds and restraints, reversing fees, and / or referring accounts for suspected elder abuse, identity theft, or account misuse. Refers/reviews more complex/unique situations with senior department staff and networks with supporting departments to create a seamless experience for the customer. Provide subject matter knowledge and interpretation of procedures to less experienced staff. Required Qualifications: 18 months of Customer Service, Financial Services, Fraud, or Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education. Bilingual Spanish speaking and listening. Desired Qualifications: Call center experience Phone experience MS Excel and Outlook experience Ability to multitask Ability to navigate multiple computer systems, applications, and utilize search tools to find information Outstanding problem solving and decision making skills Job Expectations: Paid training class begins 6/03/2024 Training hours are 8:00 AM-4:30 CST Monday - Friday for 5 weeks. You must attend every day of training; no absences allowed during this time. Ability to work any shift that falls within the Business Operating Hours of 6:00am to 6:00pm M-F, 6:00am to 4:30pm Sat, and 6:00am to 2:30pm Sun Operations Center is open 7 days a week and only closed for Thanksgiving and Christmas. Holiday pay applies Relocation assistance is not available for this position. Visa sponsorship is not available for this position. Job posting may come down early due to volume of applicants. Location: Must be able to work on site in the building at 800 S Jordan Creek Pkwy WEST DES MOINES, IA 50266 USA. Posting End Date: 21 Apr 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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 47 on Fortune’s 2023 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.