Fraud & Claims Operations Associate

About the role

Wells Fargo is seeking a Fraud & Claims Operations Associate in Consumer & Small Business Banking providing coverage CSBB Operations. This role is part of the Fraud Alert Investigation & Resolution team, which plays a critical role in protecting Wells Fargo customers and the company from financial fraud.

Responsibilities

• Investigate, research, and resolve a wide range of fraud alerts and claims, including those involving ATM, debit card, credit card, deposit/check, ACH, online banking, wire transfer, and other payment-related fraud.
• Handle complex cases involving identity theft, account takeover, relationship fraud, and fraudulent account origination activity.
• Partner closely with customers, branch teams, Personal Bankers, and other internal business groups when potential fraud is identified.
• Research and examine complex transactions and referrals in order to prevent and detect fraud activities, policy violations, and merchant disputes with low to high risk within fraud and claims functional area.
• Receive direction and exercise judgment within defined parameters while developing an understanding of investigative techniques and all facets of portfolios serviced by the division to quickly examine information and determine liability as well as impact of each case.
• Provide financial or business evidence and detailed data detecting patterns, trends, anomalies, and schemes in both transactions and relationships across multiple businesses or products to the more experienced management as well as specialists working within the team.
• Offer real-time guidance, feedback, and support to team members in a fast-paced operational environment.
• Display strong analytical, investigative, and problem-solving skills with exceptional attention to detail and accuracy.
• Show excellent verbal, written, and interpersonal communication skills, with the ability to communicate effectively across all levels of the organization.

Requirements

• 6+ months of Customer Service, Financial Services, Fraud, Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• Minimum 6 months of experience in fraud investigations, fraud operations, claims processing, or a related risk management environment.
• Working knowledge of check fraud, ACH fraud, account takeover, identity theft, and claims management processes.
• Experience utilizing Wells Fargo systems and research tools, including Prevent, OIB, Nexidia, CIV, and Enterprise Complaints Portal.
• Demonstrated leadership experience with a strong background in coaching, mentoring, training, and developing team members to improve performance, quality, and customer experience.
• Experience serving as a subject matter expert (SME), team lead, peer mentor, or trainer, including assisting with onboarding, knowledge transfer, and process improvement initiatives.
• Proven ability to provide real-time guidance, feedback, and support to team members in a fast-paced operational environment.
• Strong analytical, investigative, and problem-solving skills with exceptional attention to detail and accuracy.
• Excellent verbal, written, and interpersonal communication skills, with the ability to communicate effectively across all levels of the organization.

Qualifications

• Minimum 6 months of experience in fraud investigations, fraud operations, claims processing, or a related risk management environment.
• Working knowledge of check fraud, ACH fraud, account takeover, identity theft, and claims management processes.
• Experience utilizing Wells Fargo systems and research tools, including Prevent, OIB, Nexidia, CIV, and Enterprise Complaints Portal.
• Demonstrated leadership experience with a strong background in coaching, mentoring, training, and developing team members to improve performance, quality, and customer experience.
• Experience serving as a subject matter expert (SME), team lead, peer mentor, or trainer, including assisting with onboarding, knowledge transfer, and process improvement initiatives.
• Proven ability to provide real-time guidance, feedback, and support to team members in a fast-paced operational environment.
• Strong analytical, investigative, and problem-solving skills with exceptional attention to detail and accuracy.
• Excellent verbal, written, and interpersonal communication skills, with the ability to communicate effectively across all levels of the organization.

Benefits

In this role, you will be supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow.

Pay

The pay for this role is competitive and commensurate with experience.

Schedule

This role is available with a hybrid work schedule and is only available in the location listed below. The schedule is Monday-Friday, 12:30 p.m. - 9:00 p.m. ET, including a 30-minute lunch break. Schedule is subject to change based on business needs.

Location

The role is located at 141278-NC-CIC Customer Information Ctr 1525 W W T Harris Blvd CHARLOTTE, NC 28262-8522.