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Fraud & Claims Ops Spec 2

Company: Wells Fargo Bank
Location: West Des Moines
Posted on: October 18, 2020

Job Description:

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 want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Consumer and Small Business Banking is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The Consumer and Small Business Banking organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be 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. Our market positions are an outcome of great work by employees who are committed to serving our customers. Within the Operations team our Fraud and Claims Management 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. We are seeking ambitious individuals with a drive to succeed. If you have 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 Payment Card Fraud Detection customers. Responsibilities include, but may not be limited to: * Reviews, verifies, and/or identifies customer transactions to detect/ prevent financial crimes activities, policy violations, and suspicious situations in order to mitigate and/or recover losses * Places outbound calls to the customers to verify transaction and servicing activity * Monitors moderate to complex account activity which requires research that may involve multiple transaction channels * Uses a variety of sources for information, including online systems and tools/models * May perform general account handling functions such as card replacement determination, account maintenance and in office branch referral * Documents research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO), and Suspected Financial Abuse * May identify control failures in bank processes, procedures, customer or team member decisions and then categorize losses and assign loss accountability * Communicates with customers in a fast paced, blended inbound/outbound production oriented call center environment * Responds to inbound calls for customer inquiries, verify activity, service requests, file claims, and assist partner groups while meeting/exceeding quality standards Schedules post training will be a mix of 2nd shift schedules, including a Saturday/Sunday as part of the weekly schedule. "Meet" our team members and receive an authentic view of what it's like to work for Wells Fargo. Copy and paste this video URL into a new browser tab to view: Required Qualifications * 6+ months of customer service or military experience; or an AA/AS degree or higher Desired Qualifications * Knowledge and understanding of banking exposure to fraud * Knowledge and understanding of financial services: checking or check/debit card services * Hogan experience * Ability to achieve high production and quality standards * Ability to meet stringent deadlines * Ability to work effectively, as well as independently, in a team environment * Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information * Strong research skills * Excellent verbal, written, and interpersonal communication skills Other Desired Qualifications * A BS/BA degree or higher * 6+ months of customer service experience * 6+ months of call center experience * 6+ months of credit card fraud claims or prevention experience * Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment * Ability to research and correspond with customers, responding to their questions and concerns with detail

Keywords: Wells Fargo Bank, West Des Moines , Fraud & Claims Ops Spec 2, Other , West Des Moines, Iowa

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