Senior Fraud & Claims Operations Representative

Wells Fargo • Chandler, AZ

1d • Onsite

About The Position

About this role: Wells Fargo is seeking Senior Fraud & Claims Operations Representatives in Fraud & Claims Management as part of Claims & Recovery. Learn more about the 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 detect and prevent fraudulent activity Perform complex customer support tasks by utilizing solid communication (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 Review and decision ACH claim types by taking appropriate action using multiple systems and applications, and contact third parties for research when necessary 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 staff Interact with fraud and claims functional area on a wide range of information as well as with external customers

Requirements

• 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
• 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

Nice To Haves

• 1+ year of fraud investigations experience
• 1+ year of experience in financial services
• Knowledge and understanding of claims processing experience (Reg E, NACHA rules, and Visa dispute rules)
• ACH claims experience; exposure to ATM and check fraud and debit card claim processing
• Ability to meet accuracy, quality, and timeliness targets in a fast-paced, high-volume environment
• Strong analytical skills and timely decision-making skills
• Excellent verbal and written communication; strong interpersonal skills
• Strong customer service skills with the ability to research issues and provide clear, detailed responses to questions and concerns
• Effective collaborator across teams and organizational levels; flexible, adaptable, and partnership-oriented
• Outbound calling or customer contact experience
• General ledger experience
• Proficient navigating multiple computer systems, windows, and search tools; ability to work across several screens while on the phone
• Knowledge and understanding of banking fraud risks and common fraud patterns
• Skilled at executing in a fast paced, high demand, environment while balancing multiple priorities
• Strong attention to detail with a high degree of accuracy

Responsibilities

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience
• 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 (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
• Review and decision ACH claim types by taking appropriate action using multiple systems and applications, and contact third parties for research when necessary
• 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 staff
• Interact with fraud and claims functional area on a wide range of information as well as with external customers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed