Associate Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking an Associate Fraud & Claims Operations Representative.

In this role, you will:

• Support and capture all pertinent information from customers about their claims
• Conduct research and provide updates on status of new and existing claims
• Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment
• Receive direction from team lead and escalate questions and issues to more experienced roles
• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers

Required Qualifications:

• 6+ months of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• Deliver exceptional customer service while handling Fraud Visa Debit Card claims.
• Investigate, monitor, and resolve customer transaction disputes related to suspected fraud.
• Conduct detailed claim reviews in accordance with Regulation E guidelines and company policies.
• Analyze customer claims, questionnaires, and transaction details to determine claim validity.
• Communicate claim outcomes and resolutions clearly and professionally to customers.
• Perform thorough research and investigations to gather all necessary information for claim resolution.
• Utilize multiple online systems and tools efficiently to review, document, and process claims.
• Maintain accurate and detailed records of investigations, findings, and customer interactions.
• Apply strong decision-making skills to assess fraud-related cases and recommend appropriate actions.
• Identify suspicious transaction patterns and escalate complex cases when required.
• Ensure compliance with regulatory requirements, internal controls, and operational procedures.
• Work effectively in a fast-paced, quality-driven environment while maintaining high accuracy.
• Demonstrate strong attention to detail when reviewing transactions and supporting documentation.
• Collaborate with internal teams to resolve customer issues and improve overall service delivery.
• Meet productivity, quality, and service level expectations while handling assigned workloads.
• Support risk mitigation efforts by identifying and addressing potential fraudulent activities.
• Continuously enhance knowledge of fraud prevention practices, banking regulations, and operational processes.
• Perform moderately complex operational accounting activities to maintain a complete and accurate general ledger and customer accounts.
• Prepare and generate managerial and financial reports based on accounting records.
• Provide operational accounting support to internal business groups and operational departments.
• Review customer financial statements and related financial data.
• Prepare and review accounting transactions supporting business group products and services.
• Create and post accounting journal entries in accordance with accounting policies.
• Gather, analyze, review, and prepare data required for regulatory reporting.
• Prepare and review account reconciliations to ensure accuracy and compliance.
• Complete account certifications and validate financial records.
• Assist in the preparation of consolidated balance sheets and income statements.
• Perform customer account maintenance activities and ensure account accuracy.
• Generate invoice files and support billing processes.
• Process client billing adjustments and resolve billing discrepancies.
• Handle ACH transactions, deposits, and related payment processing activities.
• Review tax-related transactions and ensure compliance with applicable regulations.
• Maintain accurate financial records and support audit and compliance requirements.
• Identify and resolve accounting discrepancies, exceptions, and operational issues.
• Ensure adherence to internal controls, accounting standards, and organizational policies.

​Job Expectations:

• ​The nature of claims handled can be complex; therefore, the ability to review information from multiple sources, attention to detail, and the ability to apply regulatory and VISA rules to the claim decision is critical.
• Strong verbal & written communication, interpersonal, and collaboration skills
• Proven ability to learn and apply new information
• Able to multi-task to accomplish tasks effectively.
• Able to interpret the documents or the requests received.
• Excellent data entry skills
• Strong verbal & written communication skills
• Analytic skill
• Good Math and accounts skills
• Ability to work quickly & accurately while maintaining acceptable standards of workmanship
• Quick learner with the ability to retain high volume of information
• Ability to recognize and escalate any discrepancies identified or noticed while processing.
• Strong Ability to apply regulatory and VISA rules to the claim decision

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.