Senior Fraud & Claims Operations Representative

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

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

About this role:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Transactions & Processing as part of Consumer & Small Business Banking Operations. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support team performance in identifying control failures 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

• Perform complex operational tasks, including review, verification, and identification of customer transactions to detect and prevent fraud, policy violations or resolve merchant disputes in order to mitigate and recover losses

• 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

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

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:

• Experience 1 year of fraud investigations experience

• Experience 1 year of financial services experience

• Knowledge and understanding of claims processing:  Visa rules and regulations, regulation E, NACHA rules and regulations

• Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing

• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

• Excellent verbal, written, and interpersonal communication skills

• General ledger experience

• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

• Ability to research and correspond with customers, responding to their questions and concerns with detailed information

• Customer service focus with the ability to balance needs of clients, shareholders, and team members

• Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information

• Ability to navigate multiple computer screens while working on the phone

• Strong analytical skills with high attention to detail and accuracy

• Knowledge and understanding of banking exposure to fraud

• Strong collaboration and partnering skills

Job Expectations:

• Training Schedule: There will be a five-week required training class beginning on the first date of hire. The training schedule will be Monday through Friday, 8:00am to 4:30pm.

• Schedule: Monday through Friday, 9:00am to 5:30pm.

• Schedule and overtime are based off of business need.

Posting Location:

• 2850 S Price Road - Chandler, AZ

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.

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.