Senior Fraud & Claims Operations Representative

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations as part of Fraud & Claims Management.

Responsibilities

• Support the fraud and claims functional area by proactively identifying opportunities to improve customer experience and mitigate risks through effective customer authentication to detect and prevent fraudulent activity.
• Perform complex customer support tasks using solid communication (inbound and outbound), verbal, and written skills to establish rapport, de-escalate difficult situations, and handle sensitive information while resolving claims.
• Oversee multiple claim types, take appropriate action to decision cases using multiple systems and applications, and contact third parties for research as needed.
• Support team performance by identifying gaps in bank processes, procedures, customer, or colleague decisions.
• Provide feedback and present ideas for improving or implementing processes and tools within the fraud and claims functional area.
• Provide subject matter knowledge and interpretation of procedures to less experienced staff.
• Interact with the fraud and claims functional area on a wide range of information, as well as with external customers.

Requirements

• 2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Qualifications

• 1+ year of experience providing inbound and outbound customer service.
• 1+ year of customer service focus with the ability to balance needs of clients, shareholders, and team members.
• 6+ months of experience in fraud claims, fraud detection, fraud prevention, or banking/financial operations.
• Ability to navigate multiple computer system windows, applications, and utilize research tools to find information.
• Experience working with the following systems: PREVENT, RMS Lexis Nexis, CIV, & NICES.
• Strong analytical skills with high attention to detail and accuracy.
• Ability to make timely and independent decisions while working in a fast-paced and results-driven environment.
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss.
• Ability to take initiative and work independently with minimal supervision in a structured environment.
• Ability to provide strong customer service, including listening, eliciting information efficiently, comprehending, and resolving complex customer issues.
• Ability to research, analyze, and determine a course of action for financial transactions.
• Excellent verbal, written, and interpersonal communication skills.

Schedule

• Must attend a required 7-week training period, Monday - Friday from 8:00 AM - 4:30 PM EST.
• After training, work a regular schedule of: Tuesday - Friday: 11:30 AM - 8:00 PM EST, Saturday: 10:00 AM - 6:30 PM EST.
• Flexibility to work additional hours based on business needs.
• Must work on-site at the posted location.

Location: 1525 W W T Harris Blvd., Charlotte, NC 28262