Fraud & Claims Operations Associate

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About this role:

Wells Fargo is seeking a Fraud & Claims Operations Associate in Consumer & Small Business Banking providing coverage CSBB Operations. This role is part of the Fraud Alert Investigation & Resolution team, which plays a critical role in protecting Wells Fargo customers and the company from financial fraud.

In this position, you will investigate, research, and resolve a wide range of fraud alerts and claims, including those involving ATM, debit card, credit card, deposit/check, ACH, online banking, wire transfer, and other payment-related fraud. The team also handles complex cases involving identity theft, account takeover, relationship fraud, and fraudulent account origination activity.

Working in a fast-paced call center environment, team members partner closely with customers, branch teams, Personal Bankers, and other internal business groups when potential fraud is identified. Key responsibilities include reviewing suspicious activity, mitigating risk, assisting customers through the resolution process, conducting fraud investigations, and taking appropriate actions to protect customer accounts and Wells Fargo assets.

This team serves as a critical line of defense against fraud, helping to minimize financial losses while delivering exceptional customer service during sensitive and often urgent situations.

In this role, you will:

• Participate in researching and examining complex transactions and referrals in order to prevent and detect fraud activities, policy violations, and merchant disputes with low to high risk within fraud and claims functional area
• Review complex transactions and referrals to prevent and detect fraud activities, policy violations, and merchant disputes in low to high risk tasks and deliverables
• Receive direction and exercise judgment within defined parameters while developing an understanding of investigative techniques and all facets of portfolios serviced by the division to quickly examine information and determine liability as well as impact of each case
• Provide financial or business evidence and detailed data detecting patterns, trends, anomalies, and schemes in both transactions and relationships across multiple businesses or products to the more experienced management as well as specialists working within the team

Required Qualifications:

• 6+ months of Customer Service, Financial Services, Fraud, Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Minimum 6 months of experience in fraud investigations, fraud operations, claims processing, or a related risk management environment.
• Working knowledge of check fraud, ACH fraud, account takeover, identity theft, and claims management processes.
• Experience utilizing Wells Fargo systems and research tools, including Prevent, OIB, Nexidia, CIV, and Enterprise Complaints Portal.
• Demonstrated leadership experience with a strong background in coaching, mentoring, training, and developing team members to improve performance, quality, and customer experience.
• Experience serving as a subject matter expert (SME), team lead, peer mentor, or trainer, including assisting with onboarding, knowledge transfer, and process improvement initiatives.
• Proven ability to provide real-time guidance, feedback, and support to team members in a fast-paced operational environment.
• Strong analytical, investigative, and problem-solving skills with exceptional attention to detail and accuracy.
• Excellent verbal, written, and interpersonal communication skills, with the ability to communicate effectively across all levels of the organization.

Schedule:

• Must be able to attend and successfully complete the full 3-week paid training program (Monday–Friday, 8:30 a.m. – 5:00 p.m. EST).
• Following training, the schedule will be Monday–Friday (no holidays), with overtime as needed.
• Schedule: Monday–Friday, 12:30 p.m. – 9:00 p.m. ET, including a 30-minute lunch break. Schedule is subject to change based on business needs.

Job Expectations:

• Ability to work additional hours, including overtime, as needed.
• Must be able to work on-site at the posted location.
• This position offers a hybrid work schedule and is only available in the location listed below.
• Visa sponsorship is not available for this position.

Job Locations:

141278-NC-CIC Customer Information Ctr 1525 W W T Harris Blvd CHARLOTTE, NC 28262-8522

• Required location(s) listed above. Relocation assistance is not available for this position.

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.