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Wells Fargo · 20 hours ago

Senior Fraud & Claims Operations Representative

TEMPE, AZ

Full-time

Hybrid

Mid, Senior Level

1+ years exp

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in the Line of Business Referral Team within Deposit Fraud Detection Operations. The role involves supporting fraud and claims operations by improving customer experience, detecting fraudulent activities, and overseeing claims processing.

BankingFinancial ServicesFinTechInsurancePayments

No H1B

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 detect and prevent fraudulent activity

Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched 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

Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions

Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area

Provide subject matter knowledge and interpretation of procedures to less experienced staff

Interact with fraud and claims functional area on a wide range of information as well as with external customers

Qualification

Fraud detection experienceCustomer service experienceAnalytical skillsACH transactionsWire transactionsFraud claimsMultiple systemsCommunication skillsProblem-solving skillsTeamwork skillsTime management skillsInterpersonal skills

Required

18+ months of Customer Service, Financial Services, Fraud, or Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Preferred

18+ months of fraud claims, detection, and/or prevention experience or banking financial operations experience

Identify potential fraud/risky accounts and take appropriate action to prevent loss

Knowledge and experience within Line of Business Referral Team

Knowledge of fraud involving Wire and ACH transactions

6+ months of experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

Strong analytical and problem-solving skills with high attention to detail and accuracy

Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Experience supporting other employees to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic environment

Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations

Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers

Excellent verbal, written, and interpersonal communication skills

Experience working with the following systems: Universal Workstation (UW), Prevent, SVP, and Image Browser (OIB)