Senior Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Detection Specialty Deposit Group 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 operations by identifying opportunities to improve customer experience and mitigate risk through effective customer authentication and fraud prevention

• Handle complex customer interactions, using strong verbal and written communication to build rapport, de-escalate concerns, and resolve claims involving sensitive information

• Manage multiple claim types, make case decisions using various systems and applications, and conduct research including outreach to third parties as needed

• Identify process and decisioning gaps impacting customers, colleagues, or operations, and provide actionable recommendations for improvement

• Contribute to process and tool enhancements by presenting ideas and supporting implementation within the fraud and claims function

• Serve as a subject matter resource by providing guidance and interpreting procedures for less experienced team members

• Collaborate with internal partners and external customers across the fraud and claims functional area to address a broad range of inquiries and issues

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 of fraud detection, claims, or financial services experience, including retail banking exposure

• Knowledge of internal systems (e.g., Prevent, CIV) and proficiency navigating multiple applications and search tools

• Strong analytical skills with attention to detail; ability to identify fraudulent or high-risk accounts and mitigate loss

• Ability to read, analyze, and interpret reports and documentation to support decision-making

• Leadership experience, including coaching, training, mentoring, and facilitating meetings or presentations; ability to serve as a subject matter expert

• Strong communication, problem-solving, and organizational skills with the ability to prioritize, multitask, and meet deadlines

• Ability to make timely, independent decisions and work effectively in both fast-paced and team-oriented environments

Job Expectations:

• Location: 4101 Wiseman Blvd, San Antonio, Texas

• Training: M-F 8am-5pm 4 weeks paid training. In-person required. You must complete the full training period. Work onsite for at least 120 days before becoming eligible for a hybrid schedule.

• Work Schedule: Will fall within hours of Operation.
  Tues-Sat 9am-10pm (CST)
  Sun-Thurs 9am-10pm (CST)
  (Schedules may change based on business needs and customer demand. Flexibility to work various shifts within operating hours is required).

• 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.