Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking Fraud & Claims Operations Representatives for Detection Operations within Fraud and Claims Management. Learn more about the career areas and lines of business at wellsfargojobs.com.

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 prevent fraudulent activity

• Perform moderately complex customer support tasks by utilizing solid communication, outbound calls, and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim

• Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed

• Receive direction from supervisor and escalate questions or issues

• Interact with immediate team and functional area on wider range of information, plus internal or external customers

Required Qualifications:

• 1+ year of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 1+ year of financial services experience, preferably within a branch banking environment

• Knowledge and understanding of Check fraud or check negotiability experience

• Ability to handle challenging customer interactions with empathy, professionalism, and sound judgment while maintaining a positive customer experience

• Ability to navigate multiple screens, applications, and search tools to find information

• Ability to make independent decisions and use sound judgment in a fast-paced work environment

• Strong analytical skills with high attention to detail and accuracy

• Strong verbal, written, and interpersonal communication skills

• Ability to manage multiple responsibilities and meet deadlines in a dynamic work environment

Job Expectations:

• Must be able to attend full duration of required 4-week training period; training schedule is Monday - Friday 9:00 A.M. to 6:00 P.M. Eastern Time

• Flexibility to work in a 24/7 environment, including weekends and holidays

• Ability to work additional hours as needed

• Must work on-site at the location posted

• This position is not eligible for Visa sponsorship

Locations:

• 1525 W WT Harris Blvd - Charlotte, North Carolina 28262-8522

Posting End Date: 

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.