Fraud & Claims Operations Representative
Wells Fargo is a financial services company providing banking, lending, credit card, investment, wealth management, commercial banking, and corporate and investment banking services to consumers, businesses, and communities.
About Wells Fargo
Wells Fargo offers checking and savings accounts, credit cards, home and personal loans, auto loans, digital banking, payments, investment and wealth management, commercial banking, and corporate and investment banking. Its services support personal customers, small businesses, commercial clients, and institutional customers, with additional customer support through branches, ATMs, online banking, and the Wells Fargo Mobile app.
Skills
About the Role
You will support fraud and claims operations by improving the customer experience and helping prevent fraudulent activity through effective customer authentication. You will handle moderately complex customer support and claims tasks, communicate with customers to resolve sensitive issues, de-escalate difficult situations, and decide cases using multiple systems. You may research claims with third parties, follow direction from your supervisor, escalate issues, and work with internal and external customers.
Requirements
- 1+ years of customer service experience, or equivalent work experience, training, military experience, or education
- Customer service experience involving listening, gathering information, understanding, and resolving customer issues
- Spanish and English bilingual speaking proficiency
- Call center experience
- Financial services experience
- Knowledge of financial crime, fraud, or risk management
- Ability to follow policies, procedures, and regulations
- Ability to work effectively in a structured, flexible, adaptable, and changing environment
- Ability to navigate multiple computer systems, applications, and search tools
- Analytical skills with attention to detail and accuracy
- Basic Microsoft Office skills, including Outlook, Word, and Excel
- Ability to make timely, independent judgments in a fast-paced, high-demand environment
- Ability to meet production goals, deadlines, and metrics
- Ability to attend the full required training period
- Ability to work additional hours as needed
- Ability to work flexible hours and various shifts within operating hours
- Ability to work on-site at the posted location
- No visa sponsorship required
Responsibilities
- Support fraud and claims activities by identifying customer-experience improvements and mitigating risk through customer authentication
- Perform moderately complex customer support tasks and resolve sensitive claim issues
- Use verbal and written communication to build rapport and de-escalate difficult situations
- Manage multiple claim types and decide cases using multiple systems and applications
- Contact third parties for claim research as needed
- Escalate questions or issues to the supervisor
- Interact with the immediate team, functional area, and internal or external customers
Benefits
- Hybrid work schedule option