Senior Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative supporting Signature Non-Fraud within Claims and Recovery. 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:

• 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:

• Financial Services Experience

• Experience in fraud and claims processing and investigation

• Experience with ADCC Signature Non-Fraud claims

• Knowledge and understanding of regulatory compliance requirements surrounding Regulation E

• Knowledge and understanding of Wells Fargo Disputes Automated Tracking (DAT), Claims 2.0, CIV, Hogan, Mars, PREVENT application

• Strong analytical skills with high attention to detail and accuracy

• Excellent verbal, written, and interpersonal communication skills

• Ability to communicate confidentially and professionally

• Outstanding problem solving and decision-making skills

• Knowledge and understanding of VISA operating rules and chargeback guidelines

• Strong research and investigational skills

• Advanced Microsoft Office (Word, Excel, and Outlook) skills

• Ability to work effectively under minimal supervision and follow specific guidelines

Job Expectations:

• Must be able to attend full duration of required training period  

• This position is not eligible for Visa sponsorship  

• Ability to work additional hours as needed   

• Schedule may be eligible for a shift differential under the terms of the shift differential policy 

• Must work on-site at the location posted  

Schedules: 

• Training will take place over six weeks Monday - Friday 8:30 AM - 5:00 PM in office

• Work schedule: Monday - Friday 8:30 AM - 5:00 PM

Posting Location: 

• 1525 W WT Harris Blvd, Charlotte, NC 28262-8522

• 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 schedule.

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.