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
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