Fraud & Claims Operations Representative

About This Role Wells Fargo is seeking Fraud & Claims Operations Representatives in Payment Card Fraud Detection as part of Fraud Claims Management. Learn more about our career areas and business divisions 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, 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+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications

• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
• Experience handling inbound and/or outbound phone calls in a high volume, high production environment
• Call center experience
• Banking or financial operations experience
• Ability to make timely and independent judgement decisions while working in a fast-paced and results-driven environment
• Fraud claims, detection, or prevention experience
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communications skills
• Strong analytical and problem-solving skills with high attention to detail and accuracy
• Bilingual speaking, reading, and writing proficiency in Spanish/English

Job Expectations

• Training is 8:00 AM - 5:00 PM EST Monday - Friday for 6 weeks in office
• Post-Training Work Schedule: Tuesday - Saturday 12pm - 9pm EST - days off: Sunday/Monday
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted
• This position is not eligible for Visa sponsorship

Job Location:

• 1525 W W T Harris Blvd., Charlotte, NC

Reference Number R-528989