WellsOne Commercial Card: Fraud Chargeback Representative

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About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative for the WellsOne Commercial Card Fraud Chargeback Team.

The Fraud Chargeback Team processes fraud claims submitted by our Commercial Card cardholders for transactions posted to their credit card account.

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

Additionally in this role:

• Reviews customer’s transactions/documentation to determine the chargeback rights available.
• Will use Visa & MasterCard chargeback rules and regulations to determine when to use a specific chargeback reason code and know which conditions must be met for that chargeback.
• Will determine if fraud dispute should be escalated to pre-arbitration and/or arbitration.
• Will determine when to file a compliance case and know which conditions must be met for that specific compliance reason.
• Contacts customers via email and/or phone to gather required information for fraud dispute filing.
• Reviews accounts to detect potentially fraudulent activity and take appropriate action.
• Reviews more complex/unique situations with senior department staff.
• May review and implement procedures and training materials to maximize efficiency and customer service and to assure compliance with governmental regulations.
• May participate in projects.

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:

• Fraud chargeback filing experience
• Experience with Visa Resolve Online and/or MasterCom
• Intermediate level of experience with Microsoft Office products; specifically, Outlook and Excel.
• Experience in credit card industry with Visa and Mastercard products
• Knowledge of Visa and MasterCard Rules and Regulations
• Strong analytical skills with high attention to detail and accuracy
• Problem analysis and resolution skills
• Strong organizational, multi-tasking and prioritizing skills
• Ability to works well in a team environment with focus to work independently and manage own dispute caseload within timeframe expectations
• Excellent verbal, written, and interpersonal communication skills
• Experience with TSYS processing system
• Commercial credit card experience
• Treasury management experience
• Strong computer skills with the aptitude to learn new systems quickly
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Job Expectations:

• Working hours are Monday - Friday 7:00 am to 4:00 pm MST

• This position offers a hybrid work schedule 

• This position is not eligible for Visa Sponsorship

• Specific compliance policies may apply regarding outside activities and/or personal investing; affected employees will be expected to provide information to the Wells Fargo Personal Account Dealing Team and abide by applicable policy requirements if hired. Information will be shared about expectations during the recruitment process

Salt Lake City, UT - ($21.63 - $28.37 Hourly)

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.