Senior Fraud & Claims Operations Representative

Why Wells Fargo: 

Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. We’re especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees’ financial health, we offer competitive salaries and generous benefits package. Apply today.

About this role: 

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Global Treasury Management within Enterprise Functions. Find out why we’re the #1 financial services company to grow YOUR career. Apply today. 

In this role you will: 

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to detect and prevent fraudulent activity 
• Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim 
• May oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research 
• Support team performance in identifying gaps 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 
• Provide subject matter knowledge and interpretation of procedures to less experienced employees 
• Interact with fraud and claims functional area on a wide range of information as well as with external customers 

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: 

• 6 months of experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues 

• 6 months of experience handling inbound and/or outbound phone calls in a high volume, high production environment 
• 6 months of fraud claims, detection, or prevention experience or banking financial operations experience 
• Experience working with the following systems:
  • Visa and MasterCard fraud chargeback experience
  • Visa Resolve Online Knowledge
  • MasterCard Connect/MasterCom knowledge
  • TSYS knowledge
  • ServiceView knowledge
  • Microsoft Office Proficiency      

• Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations 
• Experience supporting other employees to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic environment 
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers 
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information 
• Excellent verbal, written, and interpersonal communication skills 
• Strong analytical and problem-solving skills with high attention to detail and accuracy 

Job Expectations: 

• Must be able to attend full duration of required training period  
• This position is not eligible for Visa sponsorship  
• Ability to work additional hours as needed   
• Must work on-site at the location posted, 3 days per week minimum per week

Posting Location(s): 

• Salt Lake City, UT
• Winston Salem, NC

Posting End Date: 

*Job posting may come down early due to volume of applicants.

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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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.