Fraud & Claims Operations Representative

About the role

Wells Fargo is seeking a Fraud & Claims Operations Representative to support the Claims Assistance Center as part of Fraud & Claims Management. Learn more about the career areas and lines of business at wellsfargojobs.com

Responsibilities

• 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

Requirements

• 1+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues
• Bilingual speaking proficiency in Spanish/English
• Call Center experience
• Financial services experience
• Knowledge and understanding of financial crime, fraud, or risk management
• Ability to follow policies, procedures