Fraud & Claims Operations Representative

About the role

Wells Fargo is seeking Fraud & Claims Operations Representatives for Detection Operations within Fraud and Claims Management. In this role, you will support the fraud and claims functional area by proactively identifying opportunities to improve customer experience and offer ideas to mitigate risks through effective authentication of customers to prevent fraudulent activity.

You will perform moderately complex customer support tasks, utilizing solid communication, outbound calls, and verbal and written skills to establish rapport with customers and de-escalate difficult situations, including handling sensitive information as part of resolving a claim. You will oversee multiple claim types, take appropriate action to decision cases using multiple systems and applications, and may contact third parties for research as needed.

You will receive direction from your supervisor and escalate questions or issues as necessary. Interaction will include your immediate team, functional area, and internal or external customers.

Responsibilities

• Proactively identify opportunities to improve customer experience and mitigate risks through effective customer authentication.
• Perform customer support tasks, including outbound calls and handling sensitive or difficult customer interactions.
• Oversee and decision multiple claim types using various systems and applications.
• Contact third parties for research as needed.
• Escalate questions or issues to your supervisor.
• Interact with team members, functional areas, and customers.

Requirements

• 1+ year of customer service support experience, or equivalent demonstrated through work experience, training, military experience, or education.

Qualifications

• 1+ year of financial services experience, preferably within a branch banking environment.
• Knowledge and understanding of check fraud or check negotiability.
• Ability to handle challenging customer interactions with empathy, professionalism, and sound judgment while maintaining a positive customer experience.
• Ability to navigate multiple screens, applications, and search tools to find information.
• Ability to make independent decisions and use sound judgment in a fast-paced work environment.
• Strong analytical skills with high attention to detail and accuracy.
• Strong verbal, written, and interpersonal communication skills.
• Ability to manage multiple responsibilities and meet deadlines in a dynamic work environment.

Job Expectations

• Must attend a required 4-week training period; training schedule is Monday - Friday, 9:00 A.M. to 6:00 P.M. Eastern Time.
• Flexibility to work in a 24/7 environment, including weekends and holidays.
• Ability to work additional hours as needed.
• Must work on-site at the posted location: 1525 W WT Harris Blvd - Charlotte, North Carolina 28262-8522.
• This position is not eligible for Visa sponsorship.