Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Representative in the Deposit Fraud Detection as a part of Consumer & Small Business Banking. 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, 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

• Receive direction from managers and escalate non-routine questions

• Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications

• Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling

• Contact third parties for research

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:

• 6 months of check negotiability experience

• Knowledge and understanding of financial crime, fraud, or risk management

• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss

• Research, analyze, and determine a course of action for financial transactions

• Ability to work effectively, as well as independently or as a team in a results-driven enironment while managing own caseload within timeframe expectations

• Achieve high production and quality standards

• Strong analytical and problem-solving skills with high attention to detail and accuracy

• Navigate multiple computer system windows, applications, and utilize search tools to find information

• Excellent verbal, written, and interpersonal communication skills

• Intermediate Microsoft Office skills

Job Expectations:

• Training schedule: 12pm - 9pm M-F Arizona time for 4 weeks

• Regular schedule: Sunday – Thursday 2pm – 11pm Arizona Time or Tuesday – Friday 2pm – 11pm, Saturday 9am – 6pm Arizona Time

• Ability to work additional hours as needed

• Commute on-site to the location posted. Eligible for hybrid once tenure and performance requirements are met.

• This position is not eligible for Visa sponsorship

Posting Location (s):

• 1336 W Alameda, Tempe, AZ 85282

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.