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ALERT - To ensure we continue to fulfill our role as a provider of vital services to the public, we are still hiring and continue to recruit top talent to Wells Fargo. However, we have adjusted our hiring practices due to the COVID-19 situation and the related social distancing guidelines. As a result, throughout your application process, you may be asked to connect with us virtually. We encourage you to check our job postings regularly for updates and additions.

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Fraud & Claims Ops Spec 2 RWF

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Job ID 5598579
Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.

CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.

Within the Operations team our Risk Operations/Fraud Prevention Services team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses.

Start your new career with Wells Fargo supporting our Risk Operations/Fraud Prevention group. Consistent growth is creating opportunities for you to become part of a successful team in our Claims Assistance Center (CAC) here in Sioux Falls. We are seeking fifteen ambitious individuals with a drive to succeed as we continue to expand. If you have one plus year of customer service experience as well as excellent verbal and decision making skills you could become part of a dynamic team providing exceptional customer service for our ATM/Debit card, ACH and Check fraud card customers.

Successful candidates will be working in a fast paced production oriented call center environment. You will be expected to respond to our inbound customer inquiries while meeting or exceeding quality standards. You will be required to use multiple online computer systems with technical proficiency. Excellent communication skills are necessary to conduct thorough questionnaires while documenting and researching all required information to assist the customer in resolving their fraud or merchant dispute. The nature of claims handled can be complex; therefore, direct communication with merchants is often required to resolve customer disputes.

This position will start on 11/1/21. Your success in this position is critical especially during the first six weeks of paid training held Monday - Friday 8:30am-5:30pm. During this period, we have high expectations for your attendance. Once training is completed, the schedule you were hired for will be effective.

We are hiring for following schedule:

*9:30am-6pm during the week and 9:30am-6pm on Saturday
*Days off for the week will be Sunday and one set day during the week.

Provides an exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts. Customer contact is made through inbound and/or outbound calling to complete investigation. May also involve contacting third parties for research. May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim. Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity. Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes in order to mitigate and/or recover losses. May be responsible for multiple claim types. Researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the case using multiple systems and applications. Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse.
 

RWF- Please note that "RWF" is an identifier for internal recruiting purposes only and has no connection to the nature or responsibilites of the job.



Required Qualifications

  • 6+ months of customer service or military experience; or an AA/AS degree or higher



Desired Qualifications

  • 1+ year of customer service experience
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Intermediate Microsoft Office skills
  • Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information
  • Ability to navigate multiple computer screens while working on the phone
  • Excellent verbal, written, and interpersonal communication skills
  • Experience assessing and meeting the needs of customers
  • Customer service focus with the ability to listen to customer needs and recommend solutions
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • 1+ year of debit card experience
  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation E
  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation CC or DD
  • General ledger experience
  • Bilingual speaking proficiency in Spanish/English





Disclaimer

    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.



    Relevant military experience is considered for veterans and transitioning service men and women.

    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.



Benefits Summary

Benefits
 

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

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