Senior Fraud & Claims Operations Representative

Company: Wells Fargo
Location: West Des Moines
Posted on: March 11, 2023

Job Description:

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. About this role: Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Consumer & Small Business Banking providing coverage for Branch Banking, Chief Customer Office, CSBB Control, CSBB Diverse Customer Segments, CSBB Operations, CSBB Strategy & Transformation, Consumer Marketing, Deposit Products Group, and Small Business. Learn more about our career areas and lines of business at In this role, you will:

• Support team performance in identifying control failures 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
• Balancing exceptional customer service with strong investigative research while answering incoming calls in a call center environment from internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, or unusual activity on their accounts or are experiencing an immediate financial crisis.
• Effectively authenticates the identity of customers to prevent further fraudulent activity.
• Captures all pertinent information from customer about their claim, conducts research, and decisions or provides updates on status of new and existing claims.
• Utilizes knowledge in all applicable rules, regulations, and procedures to mitigate risk of loss to both our customer and to Wells Fargo and to ensure strict compliance with all regulations and procedures.
• Enter data pertinent to claim into multiple systems as well as reviewing data in multiple windows and applications and utilize search tools to find information while on the phone with customers.
• Researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the claim.
• Additional duties may include: researching or placing holds and restraints, reversing fees, and / or referring accounts for suspected elder abuse, identity theft, or account misuse.
• Refers/reviews more complex/unique situations with senior department staff and networks with supporting departments to create a seamless experience for the customer.
• Provide subject matter knowledge and interpretation of procedures to less experienced staff Required Qualifications:
  • 18+ months of Customer Service, Financial Services, Fraud, or Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications:
    • 1+ year of customer service experience
    • 1+ year of financial services industry experience
    • Call center experience
    • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
    • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
    • Basic Microsoft Office (Word, Excel, and Outlook) skills
    • Excellent verbal, written, and interpersonal communication skills
    • Knowledge and understanding of credit card dispute resolution
    • Outstanding problem solving and decision making skills
    • Strong attention to detail and accuracy skills
    • Knowledge and understanding of credit card products, policies, and procedures Job Expectations:
      • Ability to work one weekend day and holidays as needed or scheduled
      • Training class begins 04/17/2023. Training hours are 8:00 AM-4:30 CST Monday - Friday for 5 weeks. After training you will transition to one of the below schedules: Sun-Thurs 9:30 AM - 6:00 PM on Weekdays, 6:00 AM - 2:00 PM on Weekend Tues-Sat 8:30 AM - 4:30 PM on Weekdays, 6:00 AM - 2:30 PM on Weekend Mon-Fri 9:30 AM - 6:30 PM We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. 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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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.

Keywords: Wells Fargo, West Des Moines , Senior Fraud & Claims Operations Representative, Other , West Des Moines, Iowa