Senior Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Check Fraud 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:

• 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

Desired Qualifications:

• 1 year of fraud investigations experience

• 1 year of financial services experience

• Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing

• Knowledge and understanding of bank systems including DAT, Hogan, Store Vision Platform (SVP), Customer Contact Management (CCM), Customer Information View (CIV), Claim LU, and ACH History

• Knowledge and understanding of Regulation E

• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

• Excellent verbal, written, and interpersonal communication skills

• General ledger experience

• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

• Ability to research and correspond with customers, responding to their questions and concerns with detailed information

• Customer service focus with the ability to balance needs of clients, shareholders, and team members

• Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information

• Ability to navigate multiple computer screens while working on the phone

• Strong analytical skills with high attention to detail and accuracy

• Knowledge and understanding of banking exposure to fraud

• Strong collaboration and partnering skills

Job Expectations:

• 9:00 AM - 5:30 PM Monday through Friday

• Eligible for hybrid after training and performance requirements are met.

• Ability to work additional hours as needed

Location:

• 2850 S Price Rd CHANDLER, AZ 85286

• 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 schedule.